NNBs
I took a Chat and/or Call and just answered the customer's account specific questions with out doing this first.
What is Authentication?
I didn't use this Mandatory Guideline on my notes earning myself an Autofail.
What is Notes Template?
90% is the minimum I want for these two Survey Metrics.
What is ORS and RES?
I worked this case to the end and made sure the customer's concerns were addressed. I would close this case as {Blank}.
What is Closed Resolved?
If the customer gives me these four things, they are not eligible for me to send the Social Authentication Link.
What is Account Number, Full Address, Email Address or Phone Number?
A Chat came through but I was away from my work station and didn't change my Status, this will be seen as {Blank}.
What is Refusal To Assist?
This customer has an issue with their Cellphone Data usage. I transferred their case to Video Tech.
What is Inaccurate Process?
The minimum I need to get each week for this Metric is 10.
What is Case Closures?
I received this case from Tier 1 and the Customer was fully authenticated. When I outreached the customer, they stated all of their concerns were already addressed and my assistance wasn't needed any more. I would close this case as {Blank}.
What is Closed Resolved Elsewhere?
If the Customer is not eligible for Social Authentication and I discuss their account information through social media, I could earn an {Blank}.
What is Authentication NNB?
The customer called me and I answered but didn't say anything and then just hung up. This will be seen as {Blank}.
What is Deliberate Hang Up/Disconnect?
I should make sure to leave {Blank} on my case every time I touch it.
What is Notes?
The minimum I need to get for this Metric each week is 2.
What is Closed Resolved Cases?
I received a case and outreached the customer twice, also calling them to see how I could assist. The customer didn't respond to any of my outreaches. I would close this as {Blank}.
What is Closed Responded?
The customer has given me their account number already. I would handle their case {Blank}
What is Business As Usual {BAU}?
If I have a case in my queue for longer then two to three days with no notes and/or outreach and I was in office at the time, this is seen as {Blank}.
What is Case Camping i.e. Refusal To Assist?
I outreached the customer once and they didn't respond, so I closed the case as Responded. This is {Blank}.
What is Inaccurate Process?
The minimum Average I need to get for this Metric is 30 Minutes.
What is AHT {Average Handle Time}?
There are two kinds of Closed cases that will generate a survey. They are {Blank} and {Blank}.
What is Closed Resolved and Closed Responded?
I am handling this customer's case Business As Usual {BAU}, my initial outreach should include {Blank}, {Blank} and {Blank}?
What is my Days & Hours In Office, My Chat Link and Phone Number with Extension?
I assisted the customer with their Tech Issue but now need to transfer them to S&S for a Billing Concern. Before I transfer the case, I apply a Closing Macro to the case. This is {Blank}.
What is Metric Manipulation?
The minimum acceptable percentage for my Team and I when it comes to Autofails is {Blank}.
What is 5%?
This Metric measures if I closed my cases correctly.
What is CCA {Case Closure Accuracy}?
Before I close a case as Resolved I need to get {Blank}.
What is TL {Team Lead} Approval?
The Customer was Authenticated in Social, I am still assisting them but the Authentication has expired. I should {Blank}.
What is send a New Social Authentication Link?