Departments
This department downloads unprocessed web orders, completes security related callbacks, and helps customers with financing questions.
What is Order Support?
___________ each of our co-workers and provide a work environment that promotes dignity, team harmony, and personal satisfaction.
Agents email these @ groups when scheduling adjustments are needed.
What are @ordersupportschedule and @4444?
When logging into Five9, the _______ _____ screen will allow you to set the audio device(s) you will be using for calls. These should both read "Jabra."
What is "Station Check?"
If a CID is already loaded in Dashboard when a call comes in, agents will need to click the green ______ ____ button to load the current caller's information.
What is "second call?"
This department completes security reviews on orders.
What is Order Processing?
Maintain a ________________ for excellence through a commitment to continuous improvement.
What is "passion?"
____ ______ should be on silent and only used during breaks.
What are cell phones?
This is the primary/preferred method of connecting customers with a different department. (hint: two words)
What is "warm conference?"
"CID" stands for ________ __.
What is "Customer ID?"
This department helps customers with post-shipment, non-product related questions.
What is Customer Support?
Respect our ________ ________ and maintain mutually rewarding relationships with vendors who demonstrate high professional standards.
What is "business partners"?
Agents are expected to be __ ____; please arrive with sufficient time to load programs, get a drink, and be ready to learn!
What is "on time?"
This is the method of connecting customers with a different department if the hold time is more than a minute. (Hint: ALWAYS add notes to Five9 Comments for these)
What is "Cold Transfer?"
In Dashboard, the _____ _______ tab shows a customer's order history.
What is "order history."
This department supports customers with any troubleshooting questions and warranty exchanges.
What is Tech Support?
______ our customers’ expectations by providing a truly exceptional level of integrity, courtesy, service, and helpful information.
What is exceed?
Lunch is from ______ to ________.
What is 1:00 - 1:30?
From this profile, emails by Order Support are sent to customers via Five9.
What is "EMAIL Order Support?"
To leave messages on a customer's CID (need should be rare), double click on the text box titled "Contact History Messages" in the _______ _______ tab.
What is "Contact History?"
This department helps customers with business, government, or school purchases.
What is Corporate Sales?
Promote a _______ __ __________ through the acceptance of change and risk, generation of new ideas, and decisive, responsible leadership of new initiatives.
What is "culture of innovation"?
We will take two __ ______ breaks/day.
What is "15 minute?"
Agents should _____ cold transfer to a supervisor.
What is "never."
Orders highlighted in red are ____ orders that have been flagged by our security team.
What is "risk?"