"Manager May I"
Sending this to your manager will get a customer on the DNC listing when applicable.
What is the "DL# or Opportunity/Lead link"?
This is the skill where we would transfer an existing customer experiencing issues with their solar system.
What is the "Customer Service" skill?
Solar panels can save customers this...
What is "Money"?
This is the brand of headset issued by Trinity Solar.
What is "Logitech"?
Copy data quickly by highlighting text and using these two buttons on your keyboard.
What is "Ctrl+C"?
We ask our manager to take this when we need to step away from our computer for more than a few moments, and less than 30 minutes.
What is a "10 minute break"?
This line is used to connect a customer with someone who speaks their language.
What is the "Spanish Speaking Skill?"
Aside from the home phone, this field is used to retain the customer's contact number.
What is the "Mobile" field?
This is the expected action on a call which reminds the customer which company they are speaking with.
What is "Branding"?
Our live coach, Balto, offers agents these suggestive phrases in moments of difficulty on a call.
What are "Dynamic Prompts?"
We would ask our manager for this type of check if potential panel placement is uncertain during qualification.
What is a "Roof Check"?
Customers who heard of Trinity from a friend or family member must speak with somebody on this phone line.
What is "Referral?"
Without using this piece of equipment, viewing the homeowner’s data would be madness!
What is a "Monitor"?
Aside from a battery appointment, this is the other service provided by Trinity that doesn't require an electric bill during a consultation.
What is Roofing?
This is used in movies and television and also used by phone agents to set appointments.
What is/are "Script(s)"?
These time-sensitive appointments used to require manager approval when being initially qualified and set.
What are "Same-Day Appointments?"
Callers looking to file formal complaints should be sent to this.
What is the "Manager Skill?"
Having this playing in the background while on a call isn't ideal.
What is "Music/Media/Movies"?
When branding at the opening and close of a call, this shortened company name is mentioned by our Roofing Team.
What is "Trinity"?
We should have as many of these open as we need, but not so many that we get confused.
What are "tabs"?
This position in the Contact Center is who delegates responsibilities to Senior Management.
Who are "Directors"?
Customers in Stage 4 - 9 calling in with questions related to their progress should be transferred to this skill.
What is "Project Concierge?"
Homeowners are presented a visual representation of potential panel placement using this.
What is a 3-D "Model"?
The acronym "RSA" stands for this...
What is "Remote Site Assessment "?
Clicking this can be used to open a link in a new tab seamlessly.
What is the "Mouse Scroll Wheel/Middle Mouse Button"?