Alight Policies
The time in which you are deemed late for work
What is 1 minute?
The amount of bottom box calls that need to be reviewed in NICE
What are all bottom box calls?
Recognizes changes that are needed to our operating environment
What is People Matter?
CCR 2 & Sr CCR Adherence Min Monthly Average
What is 85%
what is 1 to 2 or 2 to 3 minutes?
Staying on a call after warm transferring to another party
What is work avoidance?
The requirement of checking and reading all emails?
What is continuously checking your emails throughout the day daily?
Helps the team complete workflows once yours are completed
What is excellence every day?
The Min requirement amount for participating/leading team and location events
What is 2?
what is customer connection?
What is a pattern of unacceptable attendance?
The daily chat requirement
What is type good morning and a thumbs up if you are all set to go?
Limits unplanned time off work through proactive planning and limits impact to your team
What is be real?
The four measures for Promotions outside of adherence
what is quality, adherence, alight values and work time?
Processing all transactions correctly, some information may be incomplete or inaccurate, moderate coaching
What is a yellow call?
The maximum amount of time you can go over on a 15 minute scheduled break?
The before me chat rule
What is listing 3 tools in which you have looked for the answer when asking a question in the chat?
Identifies team trends to reduce customer effort and opportunities to improve productivity.
What is think forward?
The min monthly CSAT requirement for top box
What is 85%
Forgetting to provide information that would impact the participant to make an informed decision
what is a red call?
The deadline to submit timecards weekly and on the last day of the month.
What is 5pm CST?
The time in which you should log into your systems everyday
what is at least 15 minutes before your scheduled shift time?
Meets all deadlines
What is Act Now?
The CSAT customer effort monthly requirement
what is less than 15%
For customer connection not acknowledging a participants expressed emotion or expressed hardship
what is a red call?