SHARED SERVICES/PROGRESSIVE

PHONE PANEL

100

______ occurs when the phone connection is unreachable

Pausing

200

What do I do if my scripts are not popping?

Make sure that your popup blockers are turned off.

or

Manually Pop Script

300

To prevent Another call from coming thru...Please select _______ at the beginning of the next call that comes through.

Last Calls

400

If the phone panel is in a continuous “connecting” state, or your business is continually disconnecting from the phone panel-- there may be an issue with

Internet Connectivity

500

Phone panel pauses in Serenova's Call Center occurs when your dedicated phone connection is unreachable and the routing system detects your phone line as busy and/or the call is not answered after _____ rings.

3 rings

PROGRESSIVE

100

Progressive agents 

Maintain a commit honor rate of  ____or better over a calendar month to stay active on the program 

70 percent

200

• A commit is considered honored as long as you are logged in and available for calls for_____  of the 30:00 minute commit.

25.01

300

What does it mean Do not “go into character”. 

If you are a female agent and you have a script that is a male, do not attempt to alter your voice or change the way you speak to continue the role play. Simply follow the script that is provided.

400

 Failure to adhere to the Progressive expectations can/will result with 

With agents being removed from the Progressive line without warning

500

What should I submit if I missing an invoice? 

Please name at least 2 thingss

Include the Following Information:

• Date(s) of missing invoice(s)
• Date(s) and time(s) you took calls
• Call session ID(s)

KUDOS

100

True or False

I can get a KUDOS if I initiate the customer's praise.

 False

200

When should I submit a KUDOS? 

When a customer shares praise or expresses thanks during a call, agent may want to submit that call using the KUDOS submission form.  (Can be abbreviated)

300

Once a week an agent is selected to receive a ___ for submitting a KUDOS.

Commit Forgive Promo Day

400

Where do I submit a KUDOS?  

Shared Services KUDOS Calls   

Form - Link Provided in Slack/myliveops

500

Can you name 2 of our last KUDOS Recipients? 

Grace C Linda F Angela C  Dana R

MARY S  RUSSELL S  SARA G 

PATRICIA MP Marla K Stephanie M Brenda B

SLACK

100

When should an agent be logged into Slack.

Agent would want to be logged into Slack especially when on a commit. 

200

You may tag a user so that they receive a notification to read and/or respond to a post.  Type _____

@ and the users name

300

Important messages and files can be ______ for easy reference. 

Pinned

400

Where can you find more information on slack if you are having issues? 

Slack Reference Guide or Myliveops

500

What are some inappropriate uses of Chat/Slack.

Please name 3

Rude and disruptive behavior

Telling others about your calls/callers while in chat

Making negative comments about callers/clients/ agents/or Liveops staff

Posting of websites 

Profanity

Discussing adult related calls/pranks

Pay/other business opportunities/ schedules/sexual themes/religious themes/political themes

Information

100

Your business will be required to maintain a Commit Honor Rate of ______or greater over a calendar month to remain active on the Shared Services Program. 

70 percent

200

• If an invoice is missing, it may not have been uploaded yet. Please allow _____ hours before you escalate it through a support case.

24 hours 

300

______is the last day that you can affect your performance for next week’s allocation.

Sunday

400

_________Offers are important to the Shared Services Lines, not only to pass savings opportunities to the customer but, because this is how we are able to pass savings back to the clients. 

Affinity Offers

500

What should I include in my case if I am missing a invoice?  Please name 2

1. Include the Following Information:
   • Date(s) of missing invoice(s)
   • Date(s) and time(s) you took calls
   • Call session ID(s)
   • Supporting documentation (if available)
   • Screenshots of Openforce showing the missing invoice