Team Stats Email
What are the corresponding targets for Average Talk Time, Average Hold, and After Call Work?
528, 75, and 25
From the pictures shared, which one is phishing?
Both are phishing!!! What are the details you can see in the emails?
What are the auxiliaries we can use without Sup/TC authorization?
Aux4 Break: 15min per break
Aux6 Personal: 1min per working hour
How can I verify a booking?
If the booking is from a direct guest, I need to ask for the ship, sail date, and names of guests in the booking
48920
What is the target for Average Handle Time?
628
Which of the addresses below is phishing?
email@email.celebritycruises.com
deposbydebi@hotmail.com
Both are phishing!!! Even if the first one has "celebritycruises.com", the extension is not correct, the one we use to send communications should be like: noreply@celebritycruises.com
What are the auxiliaries we can use UNDER APPROVAL?
Aux1 Briefing: used for team or department briefings
Aux2 Training: used for live or ELM trainings
Aux3 Assignment: for computer issues, meeting with leadership for coaching, QA reviews, projects, or logging in 5 minutes the start of your shift to review info/emails
Aux5 Workload: for callouts, callbacks, and (when in a project) working on dedicated email inboxes
When quoting, what's the rate I need to provide?
Gross total: advising if they have addons, like CRCR, or PPGR
A sailing that begins and ends in the same port
Conversion is the percentage average between the number of bookings created and the sales calls
What is the process when we receive a phishing email?
Do not reply, do not open any link from the email, and report it as phishing
What tools should I have open before the start of my shift?
Lega Suite, KD, Teams, Outlook, IBT, Notepad (or sticky notes)
Avaya will be opened just when you start your shift
When we have an existing booking, what are the tabs that we are not using anymore?
One Departure, Preliminary price, and Cabin Availability, we need a second Lega Suite to get information for an upgrade or reprice, and then just do the changes, when accepted, manually
What's the code I need to add if a guest will need a wheelchair for the entire cruise?
BRG WHEELC
How can we measure the Efficiency Rate?
Efficiency is the percentage average between the Average Talk Time and the Average Handle Time
From the picture shared, what's the correct button to report a phishing email
CORRECT!!!
When I use the chat, what's the information I need to add in my question so I can be assisted correctly?
DG/TP name: (remember to specify if it's a DG or a TP
Bk#:
Question:
KD Article:
How can you recognize a booking made onboard?
CP 01/01/39
And in the service history, the creator name will have the name of the ship where it was created
How can a guest of the Retreat and a guest of any other standard category dine together?
- The Retreat guest can invite the other guests to dine at Luminae
- The Retreat guests can purchase a Retreat Priviledge Package for the other guests, so they can have access to Luminae
- The Retreat guests can dine at the complimentary restaurants with the other guests
What is shown in your Productivity percentage? and how can we increase it?
Productivity is taken from the EFFECTIVE working hours. It will be increased if you take your auxes wisely.
What is phishing?
The fraudulent practice of sending emails or other messages purporting to be from reputable companies in order to induce individuals to reveal personal information, such as passwords and credit card numbers.
Once I send my question, what do I need to do?
Step out of the booking, and wait up to 4min to be assisted, after that time, I can tag the TC in order to request followup
What are the codes for Cruise Care and gratuities
CRCR, PPGR
What type of visa do US citizens need for going to Singapore?
US and Canadian passport holders do not require a visa to Singapore for a tourist visit.