Wrap Up Codes
Client receives a suspicious email
What is phishing
VOIP is an abbreviation meaning
What is Voice Over Internet Protocol
Where can the LSE notation be found
What is in the alerts
Method used to send coaching to a Crew member
What is the feedback loop
LSE is an abbreviation meaning
What is Large Scale Event
Client wants to transfer all their funds from Vanguard to another firm
What is Misrouted Call: Transferred
Name used for the opening of the ASR phone script
What is greeting
Where would you find the ASR case queue
What is Dynamics and Outlook
Name the two purposes for sending a feedback loop
What is coaching and kudos
Client's online access is locked out due to multiple invalid login attempts
What is security lockout
Client allows a person to take remote access of their Vanguard online access
What is Computer/Device Compromised
What is the standard AHT for an ASR call
What is 500-700 seconds
Where can you locate the ASR call scripts
What is the ASR Sharepoint
Who receives a coaching feedback loop email
What is Crew, Crew's TL, ASR Crew and ASR Crew TL
When someone calls in stating they are a Vanguard account owner and they are not
What is client impersonation
Client receives a text asking for their Vanguard account information
What is smishing
The final step of call excellence
What is asking for additional needs
Where are client notes and alerts located
What is the CRM browser
Who does the feedback loop benefit the most
What is Crew and the client experience
A non-account owner logs in to the online access of a Vanguard client
What is shared credentials
Client received a security code without logging in
What is aggregator
Best reference to use to find the correct call journey
What is the JOBS tool
BPM is an abbreviation meaning
What is Business Process Management
When should a feedback loop email be sent
What is with a NIGO case
Who can you discuss a fraud case with on an outcall
What is only the account owner