Articles
Cci w/ Locked account Cure wave
Locked
Cci w/ restricted account cure idv
Blocks> Restricted> Cure IDV
Where do you go to view your pay stub
Dayforce
Cci to input a dispute. We were advised of the 3 transactions and that they were unauthorized. After advising that we will file the dispute the cx d/c.
Do we still file the dispute?
Yes, per inbound under early cx disconnect
What is your Team's QA average
Ask TL
Cx was transferred from support but you were unable to hear them
Inbound
Cci due to not receiving a bank transfer yet. Cx thought they did an instant transfer but it was a standard transfer within the 1-3bd
x2 Multiplier
Bank transfer> Standard transfer> Inquiry within SLA
What is occupancy?
Aux adhereance
When can we Reverse a transaction
Never
How do you get your dayforce pw reset
HR
Cx is receiving "Apple cash services are unavailable" message when attempting to send funds
System Issues
Cci to follow up on a dispute case created still WIP
Dispute follow up> Dispute Follow up> Dispute WIP
What is the goal RepSat
65%+
A cx calls in and adv they sent funds to a closed bank account. We authenticated the account and found the Standard transfer. What should the next step be to assist the cx?
Confirm the routing and account number
Name as many TL as you can
Each incorrect TL name will cross off a correct name
x3 Multiplier
Shine, Eddie, Jamie, Josh, Desiree, Dart, Ash, Jalen, Jasmine, Reese, Angela, Taylor, Sherae, Coby, Maya, Jared, Jocelyn, Shondea, Carter, Lakendrick
Cx had funds debited from their account after being dormant for 5 years
Abandoned and unclaimed property- escheatment
Cx cold transferred from support but you could not hear them
IVR> Connectivity System Issue> Ghost call
Where should we recommend the cx go if they have to submit a scam report
x2 Multiplier
When spelling phonetically according to the NATO alphabet how would you state the letter L?
x2 Multiplier
L for Lima
What is the minimum total average QA score we need as a center in order to meet our required metrics according to our contract with the client?
Daily Double
80%+
Cx has a multi surf restriction. The other account is Active and Personalized. After authenticating via Full SSN the cx adv the email is not one they created or recognized
Daily Double
Report True Name Identity
Cci after sending funds to a merchant on Facebook marketplace for shoes. Cx advised they did not receive the shoes and the merchant is not responding anymore
P2P> Funds Out> Scam report created
What is the most recent Chatter Blast update?
Check Chatter Blast
When can we give courtesy credits
Only when the article adv. On average never
Why are we pulling for so much offline activity and utilizing VTO throughout the day?
We have too much availability throughout the day. In order to ensure we use our time wisely we VTO and give offline activity. It helps also make sure we can miss a few intervals so we can maintain the headcount we have for when calls pick up again.