Frence Coquilla
What was the reason for the client's Call
Concern for the electronic signature consent
Should this call have been transferred to Care?
No
Where did offshore care end for FCR in June?
80.1%
How many different flavors are in Froot Loops?
One
"I never miss a beat, I'm lightning on my feet, and that's what......"
"....they don't see." Shake it off - Taylor Swift
After the client told us why she was calling, what would have been the best response to let her know we understood her question but move the call forward?
I understand you are calling about the electronic signature consent. What are your concerns?
What do you think about the way the agent explained the reasoning of why we are doing the electronic signature? Was it factual
Open discussion
How many surveys did offshore Care receive in June
4,285
What is the most stolen grocery item?
Cheese
"I'm just a poor boy, I need no sympathy, because I'm easy come, easy go, ...."
"....little high, little low." Bohemian Rhapsody
Was the teammate correct telling the client that if she does not accept the terms, she can no longer use Mobile banking?
Yes
Did we answer all of the client's questions?
No
In June, for offshore care, what was our highest scoring teammate attribute and what was the score?
Genuinely Cared About, Took time to listen, Understood, Accomplished everything, knowledge
Accomplished Everything 82.6%
What is the only fruit with seeds on the outside?
Strawberries
"People always told me be careful of what you do. Don't go around breaking....."
."....young girl's hearts."
If the client doesn't agree to the terms, why will their account be subject to a fee?
What was the question we did not answer?
Is there a way to go back into his account without accepting the signature.
For Offshore Care, what was our highest scoring CMI?
UDAAP-1 at 100%
The Waldorf salad was created for a chrity ball in 1896 by the Waldorf-Hotel in NYC. What nut is a key ingredient in the salad?
Walnut
"The scars of your love remind me of us, they keep me thinking that...."
"....we almost had it all." Rolling in the deep-Adele
How do you think we could have made this interaction with the client better?
Ask her what her concerns were about signing
Explained the possible fee better
Show some empathy about her hesitation
Does anyone have any tips where we can ease our client's hesitation to sign the electronic signature
Open discussion
How many service complaints did offshore care get in June?
63
After Salt and Pepper, what is the most used spice?
Garlic Powder
"I need a man who'll take the chance
On a love that burns hot enough to last
So when the night falls....."
"....my lonely heart calls." I want to dance with somebody. Whitney