2023 at Discover
What is the newest holiday recognized in 2023 at Discover?
Why is Schedule Fulfillment important?
It is being on the system when scheduled to support our peers, our customers, and Brand Promise
When is Action Coming?
Hoping to have it rolled out 02/01/23
How does a Tardy impact you in 2023?
If it is .25 or 15 minutes, it doesn't other than using our PTO
What is goal for Schedule Fulfillment?
Goal for Schedule Fulfillment 86.50%
This is the minimum expectation, being available for the customer when scheduled.
Who is our New DM
Rebecca McEwan
What is considered an occurrence for counseling purposes starting 01/01/2023?
Any unplanned occurrence .50 or greater.
What is AHT measured on?
How long you handle each call type compared to everyone else in your job role handling that same call type. How you compare to their call handling time.
Paid sick time is 60 hours of your PTO that you can use as needed, without question.
Open for discussion.
How can we impact our Agent Net Promoter Scores /iMatter scores?
Listen to the call-
Review the feedback.
Sounds unfamiliar? Review the iMatter Disputes Job Aid & notify Angela.
How can Paid Sick Time help?
It is good to keep some spare PST for you in case of an emergency. It can be used for No Call No Show, it can be used for an emergency run for child, parent, or self.
01/01/23 What was the new Op.Risk for the OOB (out of band) call handling?
How can we avoid it?
During the Out of Band (OOB) verification process, if an agent releases any part of the email address or phone number, it will result in an OR defect starting 1/1/23.
Ask for the information open ended!
Great Emily thank you for that information and what email should I have on file?
How are Line Increase Requests (LIR) handled in Fresh?
Why?
Until further notice, if a customer requests a LIR application via Messaging, provide the self-service link and/or advise the customer to call us. The LIR application canned response for both web and mobile can be found in the 'CSE Credit Limit' category in FreshChat.
Because Messaging agents were unable to "X" out of a pending LIR and were selecting the option to 'Withdraw' the application. This caused an Adverse Action letter to be sent, which should not be sent in this situation. This issue will be resolved when LIRs move to ACTION in 2023.