Technology
Crash Champions's Proprietary Scheduling System
What is Hyperdrive 2.0?
The person who leads the individual teams
What is a T.P.C?
ADH (also known as 'On-Queue')
What is adherence, how well you follow your assigned schedule?
When a Crash Champions location works directly with an insurance company
What is a DRP?
How do we communicate with each other during the day?
What is TEAMS?
Tow Team
What is the team of people who handle non-drives (tows)?
AHT
What is Average Handle Time?
Customer information that was sent over by insurance company
What is an assignment?
Technical Difficulties Process
What is Text 972-366-4303 with problem?
Handles our scheduling
What is WFM?
What is Quality ?
The monitoring of interactions between CEA and customers to ensure that the customer is receiving an exceptional experience while CEA is correctly adhering to processes.
Changing from one CC location to another CC location. Must be DRP to DRP
What is Load Level (LL)?
Our phone system
What is Genesys?
Who handle internal emails and requests from our locations and call center to assist with assignment transfers and adding assignment notes via CCCONE/Mitchell?
What is Customer Care Support?
Where is the ranking of teammates by various metrics
What is Dashboard?
Reference number that is a unique number to each customer’s file
What is an opportunity?
CCC1
What is a portal used by the insurance carriers, the shops, and the Care Center
What is C.L.O.?
Customer Loyalty Office
Conversion
What is the number of appointments that you schedule divided by the number of calls that you take expressed in a percentage
This location is fully committed to other customers at this time
What is At Capacity?