Acronym's
Guess Who
Ultra
SOSG Process
Other Groups
100
A.S.A
What is Average Speed of Answer
100
This person is the VP of Ibound Telemarketng Sales
Who is Mike Zangrillo
100
You can use this tool within Ultra to live monitor.
What is Supervisor Dashboard
100
This is the maximum length of time an SOS ticket can remain pending / open without a follow-up or closure.
What is Three days?
100
This department must be notifiyed during any major Sales Outage.
What is The Communications Desk
200
M.O.H
What is Music On Hold
200
This person is the BRM for Telemarketing Sales
Who is Arthur Van Horn
200
Although this is only being used in the Retention Department, it will soon be launched in Inbound.
What is Speach Analytics
200
If scheduled to work on a weekend and you need to call out, an SOSG rep should call this line.
What is Val's cell phone number.
200
SOSG usually escalates telephony issues to this group.
What is CCIS?
300
RTA
What is Real Time Adherance
300
This person is the Manager for the Outbound Sales Vendors
Who is Christopher Carter
300
In this part of the ToolBox you can change an agents assignemt.
What is Users and Groups
300
..this person has the authority to, and should be the first to escalate issues that do not seem to be getting resolved.
What is an SOSG rep.
300
Located in Oakland, this small group escalates major issues to SOSG.
What is Direct Sales-Order Entry
400
IDA
What is Integrated Desktop Application
400
Robert Sullivan reports directly to this person
Who is John Bickham
400
This is the length of time an audio recording is stored within Ultra before it is archived.
What is Six months (180 days)
400
These people report directly to Michiko Pegeron
Who is Paul Rovetto, Patty Parello, Alex Porchnev
400
This group was the first department to launch Empower.
What is The Retention Department
500
BOSS
What is Business Operations Support System
500
This person is the Director of Call Center Sales for Optimum West
Who is Tina Debolt
500
This is the length of time a video recording is stored within Ultra before it is archived.
What is Three months (90 days)
500
This is normal hours of operation for SOSG.
What is 7am to Midnight
500
This group is responsible for sending out The Pulse.
What is Sales Operations Department.
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