Call Flow
Average hold time is 2-3 minutes
What is calabrio
What is Adherence
Clocking in and out on time. Going to breaks and lunches on time, and watching aux code usage
Where to find parts
Oneparts, and the website
What site do we use for saves
At what point do we get consumers information
At beginning of call or during the first 2 mins of the call
How much Benefit time you accrue each week
40 hour week you accrue 1.33 hours
How does adherence and VTO relate to each other
If you leave for VTO early or come back late it will negatively impact your adherence
Parts are to be returned within how many days without having to pay
parts are to be retuned within 30 days (31-90 days there will be a restocking fee of $15) after 90 days we will not take back the part(s)
Is customer education on how to get more use out of an appliance a save
This is a save
Assess and Discovery is utilizing all tools that are provided as well as asking questions to get to the root of the issue
What is the website to use for same day call out
Same day call out is done in Kronos
Why would you be placed in aux 9
In missed call, showing away in Teams, or in an aux that was not approved
What 2 parts can we concession OOW no matter the age of the appliance
Bypass and Anti Tip Bracket
Is the serial number needed for a save
Yes serial number is needed for a save
What is the summarize and close
Standard closing statement and position survey
What is the No Call/ No Show policy
2 consecutive days of no call/no show will be considered job abandonment and will result in termination of employment.
Who controls whether your adherence is good or bad
You do
At what time do part orders need to be placed so it goes out same day
11am MT, 12 PM CT, 1PM ET Monday- Friday
Is sending out a manual a save
No sending out a manual is not a save
What is the bridge to business
Bridge to business is empathy + recap and statement of help, and verification
What is a Special Circumstance
A special circumstance is used when all bank is empty and you have provided documentation. You get three consecutive days but no more than 2 special circumstances within a 12 month rolling period
Why is Adherence important
Adherence is important because... answer rate, wait time, agent availability, and owner experience
Friends and Family can be used when order is $100 or more
When do saves get verified
30 days, no service and has to be in warranty