Call Basics
This is when we should fill out the Call Tracker.
Throughout the call.
This is the program metric for ACW
1 minute or less
A supervisor had to give you this, if you are observed in any aux that you should not be in.
Approval.
Once the customer is verified, before we authenticate by sending the 6 digit code, this is what we are pulling up from the customers verified ECRM profile.
Call Tracker
You should never be observed in this aux, without doing anything pertaining to the call.
ACW
After Call Work
This aux is only used when it's time to eat.
Lunch Aux
This is how we should always sound on the phone.
Like a Good Neighbor
This is the chat you use to report an active tech issue.
Transformer's Support Chat
This aux is used when you are scheduled a break.
Break Aux
We should be filling this out, throughout the call, every phone call we take. Accurately.
Call Tracker
You are expected to be here, everyday you are ________.
Scheduled
When experiencing a tech issue, this is the aux commonly used while troubleshooting.
T&D Aux
Training and Development
Will also accept "Offline Aux"
These are the 3 steps you should follow every phone call.
1. Resources
2. Escalation
3. If steps 1-2 fail you: RTA, communicate with supervisor.
This is what you are required to use, every call, to guide you through your calls insuring you are writing good insurance business.
Resources
This is what you must submit in Workday, after you have an (approved) tech issue that prevented you to be available in Hercules while trouble shooting with tech chat and/or SF Help Desk.
Time Correction.