QoS
My name is Lori with Turbo Tax Live!
What is Branded Greeting?
This TTO product includes access to the following:
1) Itemized Deductions 2) Stocks, Bonds, ESPPs, Crypto 3) Auto import of investments
What is Live Premier?
or
What is Premium?
How tall Rich is within 2"
What is 6'1"
Welcome Call appointment tomorrow
What is On Hold?
SLA stands for
What is Service Level Agreement
Did I resolve your issues today?
What is Resolution?
This TTO product provides access to the following: 1) W2 Income 2)1099-INT or 1099-DIV 3) Standard Deductionv4) Earned Income Tax Credit 5) Child tax credits 6)Student Loan Interest
What is Live Basic?
How many kids does Rich have?
What is 3?
I have some docs, not all - appt tomorrow
What is On Hold? (lightening)
If we have an unresponsive Expert Matching case, we should do the 3-3-1 Unresponsive Process
What is NO - just send a nice msg and mark is as Unresponsive
We use this to see the customers screen
What is Smartlook?
This TTO product includes Basic and access Mortgage Interest Deduction and Charitable Deductions.
What is Live Deluxe?
They Achieve More Together
Who is Everyone?
TEAM
Together
Everyone
Achieves
More
Customer has selected Flex Prep, I will be calling them back to finish in 3 hours
What is In Progress?
Is it usually better to use Chats or Emails to communicate
What is chats
You may receive a ___________ after this call - if you could please take the time to complete it, it will impact my bonus, my financial health, my ability to pay rent next month
What is Survey?
This TTO product includes 1) Tax Expert guidance for independent contractors, freelancers, and small business owners and 2) Schedule C income and expenses
What is Premier?
or
What is Premium?
Which team member had a summer dream house with Ken?
Erin Barbee "Barbie"
Customer did not show for Appointment?
What is On Hold, start Unresponsive process
3 things that can cause SLA
What is
1) Engagements “In Progress” 3 or more days with no change in stage
2)Engagements 2 days past their Follow Up Date
3) Engagement in “Evaluation” Stage and “In Progress” more than 48 hours
4)Engagements in “Filing” stage more than 48 hours without an e-file (you have to press the e-file button)
5) Any E-File Rejected Engagements “In Progress” over 3 days or 2 days past their Follow Up Date
Any engagement In Progress for a cumulative >= 5 days
I am a trained Tax Expert with over 7 years of experience.
What is Introduction or the Branded Greeting?
These TTO products provide Live Tax Expert guidance and a final review from a tax expert.
What is Live Basic, Deluxe, Premier and Self-Employed?
Who is the MVP of the King's Court?
Who is..
any team member is an acceptable answer!
Finished Return, Customer is going to sign tonight w/ his file so I can file tomorrow
What is On Hold
Once signed, turn to In Progress and File
If not Expert Matching, and I have a Welcome Call Engagement, what do I do?
What is
1) Do the return
2) if no contact, send a nice msg that you are available when they are ready and mark the engagement Unresponsive