Misc.
True or false? KPI requirements are agile and can change daily.
What status do you go into for your 30 minute unpaid break?
Break status and clock out of Paylocity
True or False: I can take my break in the first/ last hour of my shift
False
True or false? My Team Lead will send me my KPIs daily and I don't need to respond at all.
False! Team Leads will send KPIs daily, but RTMs are required to acknowledge the post.
After rebuttaling, we use this disposition when customers ask for us to call them back later.
Schedule callback for later.
How is True Transfer Rate calculated?
(total transfers/total calls) x 100
What status do you go into for team meetings/peer groups?
Coaching
If I work more than 5 hours and have a team meeting or 1x1, how many minutes of coaching time am I allotted?
60 minutes of coaching time on days with team meetings.
I am expected to respond to my TL's Slack messages within how many minutes?
10-15 minutes
We use this disposition when Medicare customers are not eligible for transfer (after attempting a flip)
Not Interested
What LOI's do we have to ask permission to transfer shoppers?
Home and auto
What status do I change to before clocking out for the day?
Switch from coaching (EOD notes) to offline status to avoid deviations.
True or false: I need to contact Live Chat for long wait times.
False
True or false? I need to send my Team Lead my dashboard every day.
False!
We use this disposition for inappropriate, yelling/angry customers, and when requested by shoppers.
Do Not Call List (DNC)
How is Policy Assist Rate calculated?
(total policies/total internal transfers) x 100
What status do you go into when having platform issues and/or speaking with Live Chat?
Offline
If I work more than 5 hours, how many minutes of coaching time am I allotted on days without team meetings or a 1x1?
30 minutes of coaching time on days without meetings.
If I work on the weekend, when will I get my KPI data?
My TL will send me my most up to date KPIs on Monday.
We use this disposition for dead airs, unable to hear customer/customer unable to hear you, and immediate hang ups.
Connection Issue
What does KPI stand for?
Key performance indicator.
What status do you go into for 15 minute break, quick restroom breaks, and EOD notes?
Coaching status
How many occurrences is a tardy (being late by 7 or more minutes) or leaving work early?
.5 occurrence for being tardy or leaving work early by more than 7 minutes.
How long do occurrences last? How long do disciplinary action points last?
Occurrences are tracked over a 12 month rolling period. Points are tracker over a 3 month rolling period.
We use this disposition when we get disconnected from the customer. This could be mid conversation, or before/during the transfer.
Call Customer Back Immediately