Core competencies
Making full use of the information provided during the call, so you can accurately and promptly resolve their issue.
What is Active Listening?
This tool is used most frequently to find processes and procedures.
What is Knowledge?
Do this on every call to avoid wrap up or after call work.
What is Hit End Interaction?
When you do not follow your schedule, it affects this KJA.
What is Schedule Adherence?
This occasion corresponds to the longest day of the year.
What is the Summer Solstice?
Handling customer's issues effectively while keeping business costs in mind.
What is Call Management?
Use this tool for RSC calls to guide your calls.
What is the Call Flow?
When there is a company event on your schedule you should be in this NR Code.
What is Project?
Not speaking directly to the resolution of a call can cause a call to go longer and impact this KJA.
What is Average Handle Time?
This food never goes bad and is often served with apples.
What is Honey?
Providing a complete and accurate solution to the customers' questions so that they do not have to call back.
What is Issue Resolution?
When entering the providers phone number you enter on this screen.
What is Account Search?
You should avoid this status to help maintain good Schedule Adherence.
What is Personal?
Not meeting this % will cause you to fail to meet your Schedule Adherence.
What is 97%?
In the United Kingdom, the day after Christmas known as this.
What is Boxing Day?
Actively anticipating the related issues so that we can proactively resolve them for our customers.
What is Next Issue Avoidance?
This Knowledge Article houses RSC procedures and processes.
What is the Retail Service Center Homepage?
You should be in this status when you need to review an e-clip.
What is Training?
Ideally, you should be checking this at least two times a month.
What is your Scorecard?
Commonly, an adult human has this many permanent teeth.
What is 32 teeth?
Skillfully identifying, analyzing, and evaluating information to come up with creative solutions to meet/resolve the customer's needs.
What is Critical Thinking?
These need to be entered on every call to close the call tracking case.
What are Reason and Reason Detail?
When you are waiting for a call, you should ensure your phone is in this status.
What is Ready?
When we are discussing reviews, bonuses and pay increases, we need to recognize that VSP is this type of organization.
What is a Pay for Performance Company?
This was America’s first national park.
What is Yellowstone National park?