Call Behaviors
How many times should you warn a cx before disconnecting if you need to.
2 times
Do i like gnomes?
Absolutely!
What kind of ticket should you submit for a credit that is over your limit?
OTL
What is my expectation for Unproductive time?
3% or lower
What is the limit for Courtesy Credits?
25$
Should you give our direct location to the cx?
No
Where did i work before Spectrum?
Amazon
What department does a Deceased CX ticket get routed to?
OCS
What is my expectation for Schedule Adherence?
95% or above
How far in advance should you place a vacation time off request?
1 Month or Earlier
Should you give out your PID to a cx if they ask for it?
No
What are my kids names?
Grayson & Hazel
When creating a request for any OTL. Can you add a courtesy credit on the account as well?
No. CX either takes the 25$ Courtesy Credit or waits on the UCM they can't have both.
Example: The UCM you are about to submit is for 45$ - You give them the 25$ courtesy Credit plus submit a ticket for 45$. This cannot be done and is considered "Double Dipping"
What should you do to EVERY coaching entry?
Acknowledge them.
What word/ phrase helps your SAM at the very end of the call?
"Bye"
What is the first thing you should do if you receive a PSOC call?
Call local authorities
Whats my tenure with the company? (In Years)
2 Years
What does "UCM" stand for?
Unified Case Management
What does Quadrant 4 represent in the colored Quadrant report?
The end of your call - The Outro
Do I get a email for every VTO Approval?
Yes
True or False:
Its OK to cold transfer to the lead line
False
How long have I been with my wife?
12 years
How long do we tell the cx it will take for a ticket to be worked?
7-10 business days
What is the goal for attendance on your scorecard?
92.9%
What Happens if you forget to call both the national and local lines for both partial and full absences?
The absence will auto generate as a NCNS