TASK REQUIREMENTS (Sutherland)
ALLOWED TIME TO LOG INTO COMPUTER
what is.... 10 MINUTES BEFORE YOUR SHIFT (7:50am PST/8:50am MST/9:50am CST/10:50am EST)
FIRST CONTACT SLA
What is.. 100%
SEND AN EMAIL
what is.. NO! (feel free to ask a colleague to proofread)
SET A TASK
what is.. ON EVERY OPENED AIRCARE CASE
RARELY WATCHES TV & BIRTHDAY IN JANUARY
who is....LIIIIIISSSSAAAA
CHECK EMAILS
what is.. EVERYDAY
NPS
what is.. 50 OR HIGHER
REQUEST BYPASS G COLLECTION FOR COF CASE
what is.. YES! (Follow WF and submit your request with reason(s) why)
CHECK OFF TASK IN AIRCARE
what is.. AFTER TASK IS COMPLETED
SKY DIVE ON BUCKET LIST
who is... ZAKEE
ALLOWED TIME TO CLOCK INTO IROZ
what is.... 5 MINUTES BEFORE YOUR SHIFT (7:55am PST/8:55am MST/9:55am CST/10:55am EST)
RESPONSE WITHIN SLA
what is.. 100%
REQUEST LESS THAN 70%
what is.. YES! (If guest is willing to make a partial payment, that is less than 70% of H requested amount)
UNRESPONSIVE H/G
what is.. MAKE 3 OBCs (English speaking users)/SEND 3 OBMs (non-English speaking users)
LOVES HALLOWEEN
TO CHECK IROZ
what is.. EVERYDAY
goal for TTR 14 DAYS
**BONUS** what does TTR stand for?
what is.. 67%
**BONUS**
what is.. Time To Resolve
REQUEST TO REVERT PAYOUT
what is.. YES! (Always consult and submit a request with leadership)
NOVA TIX
what is.. UPDATE EVERY 48 HOURS with NOTES/NECESSARY ACTIONS & PEND EVERYDAY BY END OF SHIFT
BIRTHDAY IS IN DECEMBER
SIGN OFF TIMECARD
what is.. EVERY 2 WEEKS (reminder: check iRoz for December 15th through 28th) PAYDAY IS NEXT WEEK!
3+ CONTACTS RATE
what is.. 20% or below
REQUEST BYPASS FOR MPL CASE
what is.... YES! (see section "Investigate and communicate" under Guest in HDP WF)
In these cases, the outcome's rationale and leadership approval must be noted.
NOTES IN TIMELINE
what is.. FOR EVERY ACTION TAKEN THROUGHOUT THE CASE (even if you're just reviewing it)
FAVE COOKIE, OATMEAL RAISIN
who are.. MICHELE & RICHARD