Planning and Leadership (L)
This is the Element that shows you your KPI's and their definitions. Please share the BL KPI's.
What is Element L1 - KPI's and Definitions?
This is the Element that can show you your current incentive plan. Please tell me what the current incentive is for a BL agent.
What is Element P1 - Incentive Plan?
This element outlines your aux codes. Please tell me what Aux we go into for Coaching.
What is Element T4 - Aux codes?
This Element allows advisors to check their KPI's on a daily and monthly level. Please pull up a report for BL Team 2 from April 15, 2024.
What is Element M7 - Shift Reports?
These are done on each advisor every month. Please tell me how many qualities are done on each advisor and the methodology.
This is the Element where you can locate your job description, IKO's, and IDP. Please pull up your current job description.
What is Element L2 - Job Description, IKO's and IDP?
This Element focuses on Recognition and Awards. Please tell me how someone is nominated for EOQ.
What is Element P2 - Employee of the Year, Employee of the Quarter, and Arthurs?
This element outlines how to work a trace. Please pull up the current NTP document.
What is Element T5 - NTP, Escalation Procedure and List?
This Element also includes reporting for Customer Service. Please pull up a Daily Recap for April 17, 2024.
What is Element M7 - Daily Recap?
This is the plan that is followed to cover outages within each department. Please pull up the Buddy List for Backline for the Month of April.
What is L10 - Buddy List?
PD's and Team Meetings are saved under this element -- please pull up a PD from the month of March for BL Team 2.
What is Element L3 - Communication?
This Element outlines trainings for employees. Please tell me what is planned for the month of May for a BL advisor.
What is Element P4 - Training and Training Roadmap?
This Element reports on our OTCB and shows report for what was missed. Please pull up report for 3/27/2024.
What is Element T6 - Missed Follow Ups?
This Element outlines our call volume. Please pull up the current GOS Board.
What is Element M8 - Wallboard?
Please show me your IDP.
What is Element L2 - Job Description, IKO's, IDP's?
This is the system we use to scheduled vacation. Please walk me through how we schedule time off.
What is Element L9 - Requesting Vacation?
Mandee is telling us, four times a year, to log on to MTW and complete our Quarterly Skills Verification. Please show me where this is located.
What is Element P5 - Quarterly Skills Verification?
This Element shows how advisors are empowered. Please list three empowerment tools.
What is Element T8 - Empowerment and Good Will Gesture?
This is the Element shows all the fun we have at CRC. Please shar with me photos from the YMUG event in April of this year.
What is P12 - Fun Activities and Events?
Setting goals helps give a sense of direction to advisors to help them grow and develop their CS Skills and meet their KPI's. Please tell me what makes a SMART Goal.
What is Element P1 and P7 - SMART Goals and Coaching?
This element plans for contingency. Please tell me what levels of contingency we have and what we do if GEMA goes down.
What is Element L11 - Contingency Planning?
Supervisors meet with their advisors once a month to review KPI's, set SMART goals, and review QA.
What is element P7 - Coaching?
This Element allows advisors to give credit back to our customer. Please tell me the credit limit for a BL Advisor.
What is Element T10 - Good Will Gesture?
This Element centers on Frontline and Pick Ups. Please advise this program and what is done.
What is M5 - Mystery Shop?
Communication encompasses many things outside of Team Meetings and PD's. Please show me an example of communication other than those listed above.
What is L3 - Communication?