Start of Shift
What is 1-2 hours?
What is 3 times?
The message I should send at the end of my shift to my users.
What is an OOO message?
The goal for solves each day.
What is 12 solves?
The method I should reach out to my users at the start of day.
What is OBC?
Tool used to schedule callbacks throughout the day.
What is Nova Reminder?
What is OOO message?
The NPS goal.
What is 45?
The department that I should contact if I am late or absent.
What is the Central Attendance Team/Line.
The process of disclosing to a user that the call is being recorded.
What is OBC authentication?
Process of ensuring users receive continuous assistance on specific cases.
What is the handoff process?
The document I should have pulled up every day that contains templates.
What is the R2 Handbook?
Process of repeating the issue back to the user to ensure the correct issue is addressed.
What is paraphrasing.
I should offer this if the user and I are going back and forth in messaging.
What is OBC?
I should include this in every recap once I've resolved a user's issue.
What is a help center article?
The process of getting approval for high valued cancellations.
What is High-Value Cancellation Process?