Drive
Alight Values, Quality, Attendance and DPI are the what in Drive?
Key elements in Drive
Demonstrates personal responsibility for attendance and ensures limited impacts to the team/work continuity through effective planning is what Alight Value?
Be Alight
The percentage of the workday that an agent is available to take calls compared to their scheduled time is called?
Adherence
Resolving the customer’s matter fully with a focus on first call resolution and next call prevention falls under what Driver in CARE?
Customer Resolution
$350 is what tier level and what role in the bonus payout?
Tier 2, CCR1 Role
Name the 3 Alight Values.
Champion People, Grow with Purpose, Be Alight
The reporting tool to help track your performance metrics (e.g., AHT, Work, Hold Time) is called?
Cognos
Rapport Building is a Driver in Customer Connection. What are the 6 elements in the driver that connect with building a positive, personalized connection with the customer?
Provides an appropriate, positive greeting
Conveys empathy effectively (as appropriate)
Conveys professionalism
Uses positive word choices
Personalizes by using customer’s name
Provides an appropriate, tailored closing
C Res Green is required to meet for promotion to CCRII. What is the percentage?
80%
Owns performance to meet all metric expectations is what value and what are the metric expectations?
Grow with Purpose; Drive Targets, KPI: Schedule Adherence, After Call Work, Hold Time & AHT Requirements
4.30 & 6.00 are what requirements in COE?
Average Handle Time for Security and DB Pay
85% in C Res Green & Yellow is the required goal for what role?
CCRI Role
Name one place where you can find details on the Alight Values.
CCR Quality Portal
We should check back with the participant before the 2 minutes. My required goal is 1 min. What performance metric am I?
Hold Time
Bonus eligibility requires absence rate to be at this % or less.
7%
Name 3 elements under Be Alight (Share how you exhibit those).
(Open-ended)