MHLS
What is the MHLS Greeting?
Thank you for contacting My HR Live Support, this is .... Am I speaking with?
What is A to Z?
Self Service tool for Amazon employees to handle, time, pay, benefits etc...
Name 3 components of the call flow.
Greeting/Paraphrase/Empathize/Provide Resolution/Research/Wrap Up-Recap, Survey, Offer additional assistance.
What does MHLS stand for?
My HR Live Support
Name 3 things that can be done via A to Z by Employees?
Check pay statement
Punch
Request time off
Request a transfer.... list goes
What is the tool used to manage ALL customer interactions?
USC (Unified Service Center)
Name 3 domains/departments in MHLS
Time/Pay and Compensation/Benefits/Life Events/Work Events
True/False
An employee can report ethical concerns via A to Z?
True
True/False
Quality is a part of your production KPI
False
What kind of contacts does your queue handle?
Time and Attendance
True/False
We can make changes on an Employees A to Z profile
False
DO NOT USE ATOZ to make any changes
What is FCR (First Contact Resolution)
True/False
The call flow MUST be used on ALL calls
True
True/False
The Survey should be offered on ALL calls
Yes except where otherwise mentioned by the policy
or
No doesn't include bereavement, DV or third party calls
Unified Service Center