Coming In Hot
The amount of time allowed for travel to the office when experiencing a system or technical issue.
What is two hours?
This is the number of tardy exceptions I'm allowed before ish gets real.
This is when incorrect benefit information is provided to a member or a provider.
What is a misquote?
Adaptability, Applied Learning, Communication, Collaborating, Decision Making, and Managing Work are all quarterly competencies that sups measure.
What is true?
It's expected that your time spent in Personal should not exceed this amount.
What is 15 minutes?
I can't come to the office because I live this far away.
What is 60 miles?
These percentages are the minimum benchmarks required in the following categories: QA, ADH, and FCR.
What is 93%, 93%, and 85%?
Exceeding this amount of ACW after a call has ended is a good way to get all eyes on you.
What is 3 minutes?
Annual bonuses are guaranteed as long as you show up to work everyday.
What is false? You must meet all prescribed performance standards as outlined in the Customer Service Performance Expectations
This expectation states that a CSR should not use non-work related AUX codes during these two times.
What is at the beginning and at the end of the CSR's shift?
Unfortunately, Preparing The Others is what will happen if I decide not to report to the office.
What is UPTO?
These 2 percentages are necessary to get the bag and these 2 percentages are the bag.
What is QA: 98%, DEP: 90% to get the bag?
What is ADH 97% ($250) FCR: 100% ($250) AKA: The Bag?
This may be the result for investigated and confirmed customer abuse (external and internal).
What is review for immediate separation?
Workers are required to submit an IT ticket for issues related to hardware, software, and/or network.
What is true?
This is what a CSR is expected to do if a call disconnects.
What is call them back.
This is the appropriate dress code for working in the office. "Very mindful. Very demure."
What is Business Casual?
Follow up on all routed inquiries must be done within this many days.
What is seven?
This is the result of having written warnings or not achieving 90% for dependability within a quarter. Talk about fumbling the bag!
What is disqualification for incentives for that quarter?
Supervisors will probably take your word for it if you have system issues and just adjust your Workday and Verint if you say please.
What is false?
It is expected that you will never do this to a caller. Otherwise you may be promoted to a customer.
What is be rude to a caller?
This result is possible for not adhering to the requirements and guidelines of the telecommuting agreement.
What is termination of the agreement?
No more than this number of missed timestamps are allowed per quarter.
What is six?
This may result if a rep is unavailable twice to come to the office for management required meetings.
What is termination of the Telecommuting Agreement?
Misuse of AUX codes to avoid taking calls is consider AUX manipulation and falls under both Customer Abuse and Customer neglect.
What is true?
WFH CSRs are expected to make proper arrangements for childcare because Telecommuting is not this.
What is a substitute for childcare?