Monthly Goals
Which 3 Metrics do we need to keep track of and meet each month?
CSAT, AHT, & QA
Who is Walmart's President and CEO?
How do we provide accurate and up to date process information?
Review KB
What are the 2 systems we use to access cx accounts for RA review?
Accertify & CCA
A customer calls in about a missing refund and we verify they should have been refunded but weren't. What's the resolution?
Escalate to Payments
Which 3 contact types make up our AHT?
Who are our Operation Managers?
Danielle Van Dine & Freddie Harrison
How do we resolve when we find no RA and we have a simple Why Cancel contact type?
RRA in Accertify and email the cx with next steps.
Which 2 systems are used for communication and queue monitoring?
VCC & Oracle/OSC
Our customer requests a return label for an item that is still within its 30 day return policy but CCA has no option to assist and there is no RA. What's the resolution?
Offline ticket to CRT
This CSAT score will put you at the bottom end of the "Exemplary" column.
96.9%
Who are our Team Managers?
Jeremy Alicea & Samantha Sibert
Which system do we use to accurately judge a grocery deliveries drop off location?
GSCOPE
Where do we escalate when our RRA resolution is not resolving a simple Why Cancel issue and we find no RA?
Risk
What monthly QA score will put you at the bottom end of the "Opportunity" column?
Between 80% and 83%
Who are Alfonso Solano, Heather Halston, Kirk DePoyster, Morgan Lynch, Marilyn Phillips, & Sarah Brown?
TL / Team Leads
Which system do we use to accurately check our reliability and metrics?
PowerBi
What do we do when we review an account closed by ART and we do not find any RA?
Overturn Request to ART ACE Leadership email
What does our AHT have to be, to be considered Successful and be in the "Top" range column?
481 seconds
We de-escalate and resolve everyday with a positive and supportive mind-set.
ART ACE / ACE
Which system do we use as a source for all process information?
KB/Knowledge Bank
Where do we escalate a TOV if an agent chats in about one?(Kind of a trick question)
No where. We own it.