Placing an Order
Which tool (program/website) we should prioritize to find the information of an item?
The OECS system, we use other tools like QVC.com if we are not able to find the item in the OECS system
Which are the steps to cancel an order?
Select the order
Find the item
Select option (cancel this item / all items)
Click "Confirm"
Click "Complete"
Complete the phrase, "KATiE is considered to be..."
"our best friend"
When should you offer an upsell?
At all times!!! (When popped up)
What is the maximum score we can achieve in a QA evaluation?
100
What does a red dot means at the left side of an item?
Special Price (the item is at a lower price than other size and color)
To narrow the search, what is the name of the filter we use in the order list page?
Show Me Filter
Where can we bookmark an article in KATiE?
Inside the article, we scroll down and select the "Bookmark" option
What are the "hero sales" used for?
To replace upsells when none are available
In Alorica, how many evaluations can an agent expect from the Quality Team each week?
2
What makes the "Today Special Value" special?
It is a special low price that's good for today ONLY
When a promo code is not working, what should we do before transferring to Customer Service?
Validate that the order matches the terms of the promotional code in KATiE
What is the number of trending articles that KATiE shows at the main page?
5
When an upsell pops-up, what should we do to review its information?
Accept it (click on "Yes")
How many points are subtracted when we receive a "critical behavior" QA evaluation?
ALL (we get 0 points)
In the OECS system, where can you find the sizing specifications of an item?
Product Reference Tab / Specs
If possible, which changes can we do to an existing order? Name all
Shipping address, color/size, quantity, method of payment, eazy payments
Name 3 filters by topic that we can use in KATiE
Contact information, Customer communications, digital experience, OE/CS System Processes, QCard, SOPs, Team Member Resources, Vering Scheduling & Staffing, Alorica Resources
A customer is asking for the upsell of the TSV from 3 days ago, where can you find it?
KATiE (TSV & Big Upsell Pairings and Daily Events)
Why does "Failure to Present a Preapproved QCard Offer" is a critical behavior?
We are legally bound to Synchrony Bank, we are required to present the pre approved card to the customer, failing to do so can result in a lawsuit.
For a new customer, and in the "Search" Tab, which information we should verify (ask) before creating a new account?
Phone Number
Zip Code and Last Name
What should we do if we cannot cancel an order that is in "The Process of Being Shipped" status?
Select the box "unable to cancel" and inform the customer to follow the steps included in the packing slip, indicating that she "received different item/color/size that ordered". The return will be free of charge.
What does KATiE stands for?
Knowledge And Technology Informing Everyone
During a QA Evaluation, in which category do the upsell fits?
Create a professional and friendly interaction
Ensure a complete and accurate experience
Respect her time
Protect the customer with verification
Ensure a complete and accurate experience
Name 4 of the critical behaviors listed for QA evaluations
Unprofessional Behavior, Inappropriate Released the Interaction, Fraudulent Order/Account Activity, Customer Respect, Failure to Fulfil a Commitment, Failure to Present a Pre Approved QCard Offer, Delay In Handling, Unauthorized Action On a Customer Account