Agent Goals
What does AHT & ACW stand for?
Average Handle Time & After Call Work
What is the First thing you check in your Quick Preview of an order?
Verify you have already selected 20 Reschedule Request in the Call Type dropdown
What are the two types of programs we are contracted to do?
Refrigerator or freezer Recycling & Replacement Programs
What do you put in your notes if you reviewed and verified the information on the order is correct with the customer?
Order Accurate
How many points is your closing with the proper branding on your QA?
15 points
What is your Call Count Goal?
IB 70 to 120 calls
OB 160 to 200 calls
What button do you use to search the database by zip code to get the zone?
F6
What does ARCA Stand for?
Appliance Recycling Centers of America
What action do you take if the customer answers "Yes" to one of the covid-19 questions?
-Place order on DNC for 30 day hold by putting "Covid-19 Exposure Risk" and the end date for the DNC in your notes then checking the Do Not Call box.
Do we do a collection for 393 Peco if the driveway is 200 feet or more?
No
What is your AHT goal?
IB 5 minutes (5:00) or less
OB 1 minute and 15 seconds (1:15) or less
What is the fourth thing you should check on your Quick Preview?
Verify there are dates available to schedule
What are the requirements for an Outside No Contact Pick-up that does not require the customer to be home?
-Outside of the home (Viewable from street preferred)
-Unit Plugged in with an outside outlet or extension cord
-The Outside Pick-up Form Printed, Filled out, and Placed in the appliance
Where do you notate the location of the appliance and directions to the home for the driver on an order?
The Drivers Directions Field (box) in the Incentives Tab.
What is the law in Massachusetts about refrigerators that are placed outside?( We have to accept unplugged outside collections for 325-334 Mass Save because of this law)
They require any refrigerator that is placed outside to have the doors removed.
What is your ACW goal?
10 seconds (0:10) or less
What is the second thing you should check on your Quick Preview of an order?
Verify there is an account number on the order
What are the names of the other Five departments within the call center?
Pick-up & Delivery Specialist (PDS)
Resolutions (Res)
Order Management (OM)
Quality Assurance (QA)
Project Specialist (ProjSpec)
What is your Standard note format?
Date Time TOPIC (in caps) Notes/ Actions taken Initials-v
Name three things you can learn from the grid on a script.
Incentive amount, incentive type, what units we accept, who issues the incentive, if we can change incentive address, the program limit, what type of orders we accept, the age and size requirements, if we accept manual orders, if we accept web orders and the toll free number for the program.
What is your goal time for your Quick Preview?
1 minute (1:00) or less
In your Quick Preview of an order you see that yesterday someone from our team has already Left a voicemail giving a Final to that customer. What do you do?
Nothing (The final was issued and it has not been 2 business days yet.)
What two types of units do we take for a recycling program along side of a working refrigerator or freezer for collection?
A/Cs & Dehumidifiers
What are the Three types of Reminders we review with customers on the script?
The Pick-up Reminders, Appliance Reminders, & Order Reminders
What is the Program name for Program 302?
Georgia Power