Quality
Included within the Ulysses Conversation Strategy, this statement's purpose is to prepare the client for the questions you will be asking.
Transition to probing
This type of money movement is used when the client requests funds be moved between two like-titled accounts.
One-time transfer
Minimizing this KPI is crucial for maximizing agent efficiency, reducing customer wait times, and ensuring smooth call center operations.
After Call Work
The number of times an FOA can be given incorrectly by a client for that FOA to be marked as failed.
2 times
This resource should be utilized prior to calling ASL for assistance.
Q-Hub Academy Resource Library
Included within the Ulysses Conversation Strategy, this practice is meant to reassure the client that we have heard their concerns and request.
Acknowledge the client (issue/emotion)
When a client requests money movement between two non-like titles accounts, they must provide this information to the agent.
Both full account numbers involved in the transfer
A metric used to measure the productivity of call center agents by tracking the number of calls they handle within a one-hour period.
Calls Per Hour
The amount of FOA failed that requires the agent to refer the client to a branch for assistance. (Password excluded)
2 FOA
This feature allows a client to receive their Direct Deposit up to 2 days early.
Early Pay
If an agent neglects to do this, they will automatically lose 20 points from their quality evaluation.
Use the client's name
This money movement request requires approval from a manager. (Multiple answers accepted, 100 extra points given for additional correct answers)
Any money movement OVER $100,000.00
Second money movement call in the same business day, and the caller is on BOTH accounts OVER $10,000.00
Any money movement request when the caller is only on the FROM account OVER $10,000.00
Second money movement call in the same business day, and the caller is on only the FROM account (any $ amount)
This KPI measures the percentage of time agents are available to take calls compared to their assigned work hours.
Adherence
The amount of FOA required to update information on the clients profile. (Excluding password)
5 FOA
When a debit card is rushed to a client, the PIN is reset to this.
Clients last 4 of SSN
The step in the Ulysses Conversation Strategy in which the agent presents the client with multiple ways to fulfill their request.
Solution with options
This case is entered when money movement requires management approval.
Salesforce Case – Contact Center Requests – Money Movement
This KPI is made up of total talk time, total hold time, and total after-call work time all divided by the total number of calls handled.
Average Handle Time
These types of requests require the account number to be verified by the client. (100 Bonus points if ALL types of requests requiring this are given)
Money Movement
Removing a Warm status on a debit card
Travel Notices
RealTime
A document sent to the borrower's county that proves the borrower has paid off their loan in full, releasing the lien on the property and transferring the title to the borrower.
Satisfaction Document
3 non-negotiable items on a quality evaluation that will result in the agent being deducted 100 points.
Used disparaging or belittling remarks, profanity
Deliberately hung up on Client
Neglected to use Language Line for non-English-speaking Client call
If a POA requests this type of money movement, the agent cannot complete the transaction.
POA requesting to move funds from the POA account into the POA’s personal account
A contract that defines specific performance targets for the call center's service, ensuring a certain level of quality and responsiveness to customer interactions. (100 bonus points if you can tell us the contact centers goal for this)
Service Level Agreement
Service level goal: 75%
Abandonment rate goal: 5%
The number of FOA's that can be used to verify a caller.
16 FOA's
The process of a financial institution handing over any unclaimed property to its state.
Escheatment