Common Mark-Downs

Verification

100

What information do we need to ask when the account is authenticated?

Have the customer confirm their full name and company and email address they’re calling in reference to.

200

When doing the account verification, if the employee or contractor does not provide the correct company name, what would be our next step? 

Ask 2-3 additional verification questions

300

What are the scenarios where the customer must pass Persona identity verification before the following actions can be taken?

Disabling 2-step verification

Removing the dormant account requirement

Changing an email address

400

What information do we need to ask when the account is unauthenticated? 

Full name, email, last 4 of SSN or FEIN, and company name.

500

Provide 3 additional verification questions that we can ask to an employee and/or contractor

1. What's the last 4 of your SSN (FEIN for business contractors)?

2. What's your full date of birth?

3. What's the last 4 of your bank accounts on file?

4. What's the last amount you received from Gusto in your bank account (ask for the exact amount deposited)?

5. What's your full home address?

Phone

100

Do we need to leave notes in SalesForce in our Phone contacts?

Yes

200

In which scenarios do we need to add notes/comments?

• Need more info from the customer to resolve their case.
• Created a ticket or Jira.
  • Add the link to the Jira or ticket number, if applicable.
• Took any action (e.g. completed corrections, made a change in Panda, etc.)
• Want to keep track of action items still needed on the case (additional information)

300

For how long can we place the customer on hold?

2-3 Minutes (limit 5 minutes)

400

When creating a phone follow up/callback, what is the step that we need to do before continue with the call?

Authenticate the caller again

500

How do we know if the account is authenticated or unauthenticated?

Authenticated: We will have the company name and customer name

Unauthenticated: No information will be displayed in SF

Email

100

Do we need to leave notes in SF after we close our email case?

No

Exceptions: Jira Ticket/SF ticket/ relevant information

200

Mention the email structure based in our QA workshop

Greeting

Acknowledgement

Education and Resolution

Closing

Signature

300

Mention three case reason where we need our supervisor approval:

1. No action or wrong email

2. Spam

3. Voicemail full

400

What is the expected time frame to respond to our email?

One business day

500

We have 3 different procedures to route a case to another department; mention 1:

Correct!

Random

100

When do we need to add a comment in PANDA?

Every time we complete changes

200

What are the 3 resources that we need to check before CWAC?

IKB, Co-pilot and Internal support (Coach, SME or Supervisor)

300

Are we allowed to add sensitive information when we initiate a CWSME, such as the customer's name or company name?

No, we can not add sensitive information 

400

What information should we add to our Panda comments?

Case number and a brief explanation of the actions taken

500

What is the meaning of CWAC?

Chat with a captain

QA

100

What is the passing QA score?

85%

200

What are the tools where you can find your QA score and insights?

CXOne and BMS

300

What's the time frame that you have to acknowledge your feedback?

24 hours in both tools

400

Currently, how many monitors do you receive from QA monthly?

4 monitors or more (including emails and phones)

500

If you have a question about your QA score, what are the steps to follow?

1. Verify with your supervisor the questions that you may have.

2. The supervisor will review the case.

3. If they have more questions, the supervisor will contact QA to get more insights of the call or email.

4. The supervisor will provide feedback or coaching