QA
CS needs to obtain AND verify Beth's name/address.
What is Providing a 6 Star Experience?
Beth says she is free to talk now but stops responding for ten minutes or if you have a Smart FindAlan that needs to be called.
What is Ready for Call Disposition?
CS should go in this validation order when working an SMS task.
What is Time, Name and Buyer question?
"I'll be happy to get you connected to a local agent."
What is using Assumptive Language
AHT Day 60 and Vet client metric expectation for May.
What is 175 seconds or less?
Start with time frame, next Beth's name and last the buy question
What is the order of validation on SMS cases?
Beth and Alan are successfully connected via a manual Live Transfer. *This disposition should remain the same for the remainder of Beth's interactions unless you need to connect Beth with a different agent.
What is Live Transfer Disposition?
The 3 dispositions that count toward a Call Win.
What are Automated Live Transfer, Tour, and Live Transfer?
The CS should properly prepare Beth/Alan for the connection process by laying out the next steps and providing all relevant information to ensure a smooth connection.
What is Set the Stage for Beth/Alan?
ART Day 60 and Vet client metric expectation for May.
CS entered Agent notes such as Beth is a seller, first home buyer, buying for someone else, preapproved, cash buyer, Text Only, etc...
What is Enter Necessary Information into Pearl
Beth indicates not to reach out to her further. We want to respect her wish to stop communication with us.
What is the Stop Follow-up Disposition?
SMS to Call Day 60 and Vet client metric expectation for May.
What is 61%?
CS left the line open (didn't disconnect the call).
What is an auto-fail (0 QA)?
The total time it takes to handle a task, starting when it enters your tray and ending when it is closed.
What is AHT?
CS should properly prepare Beth/Alan for the connection process by laying out the next steps and providing all relevant information to make a smooth connection.
What is Set the Stage?
The inquiry came from another real estate agent.
What is Agent-to-Agent Disposition?
Ensure Text SOP is in the internal notes.
What is Beth requests text only?
The CS remained on the line for over 30 seconds after Beth hung up.
What is Left the Line Open?
The time it takes to respond to Beth after the task has entered your tray. *Time between when the task was routed to the CS, and the CS take the first action. **Time starts when the case appears in the tray.
What is ART?
CS should use Assumptive Language such as, "I am going to put you on a brief hold while I grab a local agent to assist you".
What is Guide Toward Connection
We do not have an established call time for Beth and she has not disqualified herself in any way. *Beth does not respond our call attempt. *We're in the process of text validating and no call time has been established.
What is the Unresponsive Disposition?
Call Win Rate Day 60 and Vet client metric expectation for May.
What is 75%
An inquiry came from another real estate agent.
What is the agent-to-agent disposition?
Click on the SMS task immediately in your tray while finishing up your current case to ensure this metric stays low.
What is ART?