This is Our Team!
This teammate has a dog that shares their name.
Who is Mica?
"I am glad we rebooted your modem and now you are back online."
What is a recap?
A tool that reports no surf, intermittency, slow surf, latency and packet loss.
What is yellowpill?
The new billing system that will support all brands and customers.
What is ACSR?
Name one item that impacts mFCR from the 2025 kpi powerpoint shared in our last team meeting.
Acceptable:
What is understanding the issues?
What is minimizing customer efforts?
What is giving precise answers?
What is empowering customers?
What is asking for feedback?
What is not creating additional contacts?
These are our 2 chat agents.
Who are Christina and Shan?
"Don't worry customer, I am here to help!"
What is a willingness to help statement?
This is a note you can leave on a work order for a field technician to see.
What are WIP notes?
This is the month we start training in the new biller.
What is this month/Feb?
This is our mFCR goal.
What is 70%?
They are not afraid of the IRS.
Who is Anthony?
"Thank you for calling Sparklight technical care, this is Wendy."
What is a greeting?
This is the minimum time to wait before setting up a 2nd service call on a maintenance line ticket that was not completed.
What is 24 hours?
This is the month we plan to go live under one brand and system.
What is April?
This is our OE% goal.
What is 87%?
This teammate is currently attending college.
Who is Elijah?
"There will be a brief silence while I review my tools, but I can hear you in case you have any questions."
What is a dead air talking point?
True or false? We support installing, upgrading, and updating operating systems.
What is false?
This is the name of the new troubleshooting tool for the migration.
What is BEAT/Grafana?
This our new 2025 CX/CSAT goal.
What is 85%
These are our 4 biz associates.
Who are Cam, Mica, Lucas, and Noah?
Offer additional assistance, own the issue, apologize when appropriate, build trust, and take responsibility all fall in this section of the call flow.
What is personal/problem ownership?
This is a document that states we can install or add an additional outlet to a rental property.
What is a Landlord Letter of Permission?
ACSR is an acronym for this.
What is Advanced Customer Service Representative?
These 2 questions asked to the customer determine your CSAT score.
What are, rate your experience and was your issue resolved?