Yes or No?
When scheduling meetings with clients you should advise in your invite how long the meeting is scheduled for?
Yes!
Let the client know if you're meeting for 30 or 60 minutes.
For an hour call, schedule the call for 55 minutes as to have a 5 minute space between calls. Per PCTY 103307 Talk Tracks for Conducting a call with a Client
How long do you have in between calls.
Two minutes of follow up, then you are expected back in available.
"I have my accruals to assign automatically with no probationary period, but for some reason, it didn't assign to Joe Schmo. All of my other employees are regular full time, but he's salaried. What is the issue?
When "Assign To Employees Automatically" is active, the system automatically attaches the Time Off Type to new and existing employees in the assigned "Shared Employee Filter" overnight, as of the start date of the time off type
"In space, no one can hear you scream"
Alien
What is the goal of Avg Email Response Time?
4 hours or less
Should your camera be on during internal meetings?
Yes, for internal meetings, your camera should be on!
*Team Huddles - Team Meetings - 1:1 - Mentoring - Town Halls - SOTU -
For client calls: We share our camera, if the client shares their camera.
How Long should a chat with a client last?
15 minutes!
This is the ideal time for "quick wins" with the client! Anything longer, the client should be calling in/emailing in for proper aid!
This is something that clients CANNOT do regarding Accruals.
Clients cannot edit Accruals, but they can call in and have an AM modify most items on an accrual. Anything further than what is described in the article below, they would need to submit an accrual modification form.
Article ID: PCTY-51315
Modify Accrual Policies
Home Alone
What is Services Dedicated & Undedicated SLA Goal for Emails?
70%
When on a call with a client, you should tell them if you have a hard stop?
Yes!
This is for incoming calls as well as scheduled calls.
PCTY 103307 Talk Tracks for Conducting a Call with a Client
How long after being assigned a SM case should you be responding to the client?
Within two hours.
You can only fix/adjust this type of accrual through running payroll using the earning codes "Esick" and "Sbank" and is usually a state mandated sick leave policy.
A Municipality!
Here are some great articles that review municipalities:
Article ID: PCTY-53698: Correct Missing Municipality Sick Hours
Article ID: PCTY-115142: Paid Sick Leave by State and Municipality
"An adventure 65 million years in the making."
Jurassic Park
What is Services Phone Availability Goal?
70%
Client mentions they are a potential loss, asking for contract, or about rates, etc. It's okay to get that case assigned over to Leadership for handling.
No. First you need to work with the client, schedule a call and talk with them to find out why they are asking about contract, pricing, or stating they are wanting to leave. What can YOU do as their AM to turn their experience around? Once you've had the conversations and know the needed information that is when you partner with Leadership for next steps.
How long before your shift should you be contacting the attendance line if you plan to be OOO?
Anytime before 9am!
Since the Call-out sheet gets published right at 9am, if you call out anytime after 9am, your leadership team will not be aware! It will be up to you to reach out to leadership and communicate effectively!
These are the steps to fully delete an accrual on the company level
The steps can be found in this Peak article:
Article ID: PCTY-51794
Deactivate an Accrual at the Company Level
"He's out to prove he's got nothing to prove"
Napoleon Dynamite
ANA Goal
No more than 5 ANAs in a month
It's okay to share Leadership contact with Clients when asked?
Yes!
You can provide TL & Manager's email and or phone number if asked!
How long after the clients termination date do they have access into the system for without having to pay extended access?
30 Days
Codes will not flow from Time and Labor to HR and Payroll if these few things are not set up correctly.
Article ID: PCTY-54340: Map Time Off Accruals between HR & Payroll and Time & Labor
1. Pay type
2. Export Matrix
3. Benefit Policy
4. Earning Code
"If at first you don't succeed, lower your standards."
Tommy Boy
What is 15-0-0?
At the end of the work day:
No more than 15 aging actionable cases No emails over 9 hours (which also means no emails over 24 hours)
No project returns