Hyperdrive
What does DRP stand for?
Direct Repair Program.
What is the identifier for an open shop assignment in CCCONE?
The green star in CCCONE.
Which insurances do we call Agero for?
USAA, State Farm, Safeco, Liberty Mutual, American Family, and Progressive PA Pilot.
What status do you need to be in to receive an inbound call?
On Queue.
Where do you find your task for the day?
The daily dispo sent via email every morning.
What carriers are pre- approved to drop off for repair without requiring an estimate first?
All carries except USAA with an Ok to Pay: No and Customer Pay.
What is the note type used in CCCONE when you schedule a Drop Off/Tow-In appointment for Allstate?
Repair Work Scheduled.
What insurance companies to add notes CCCONE notes for (Non-Drive)
All carries require notes in CCCONE for Non-Drive vehicles.
When do we consult (warm transfer) a call?
Transferring to the shop, and other queues such as Customer Concern Escalation queue or Special Scheduling queue.
How early can you clock into ADP?
Five minutes early.
What does Customer Pay mean?
An out of pocket repair.
If we do not have the assignment in CCCONE can we still schedule an appointment?
Yes! We can schedule all customers without an assignment in CCCONE.
Can we schedule a Non-Drive appointment without speaking to the customer?
Yes if we speak to Agero and have been provided with a case number and for Allstate if we have left a voicemail for the customer first.
Why would you aux to meeting- coaching?
For Coffee Talks and any other scheduled meetings, meetings with TPC's or Managers.
Where do you request time off?
Time off is requested in Genesys first, once approved time off is requested in ADP.
What is optimal scheduling?
The location with lowest capacity.
If a CCCONE file is checked out by another teammate can you add notes in CCCONE?
You will not be able to add notes in CCCONE if the file is checked out by other teammates. You will need to notate Hyperdrive, "unable to add notes in CCCONE, file checked out."
What is the note type used where we provide information regarding a Non-Drive. (vehicle location, damages, color, Etc.)
A tow note.
Is your Genesys schedule the same everyday?
No it is not. Genesys schedule will be different based on business needs and forecasting. It is important to check Genesys schedule daily.
What does AHT stand for?
Average Handle Time. The average amount of time that you spend on a call.
What are the four required fields to pull up the calendar view to check availability?
Zip code, make, insurance, appointment type.
Do we add notes in CCCONE for all carriers?
For drivable vehicles please refer to the Customer Care Support reference. Non-Drive vehicles, notes are required for all carriers.
What information is required prior to scheduling an independent Non-Drive Tow?
The name of shop teammate who approved the tow, insurance name, insurance adjuster's name, insurance adjuster's phone number, insurance adjuster's email address.
What is Genesys used for?
Several answers.
Calling inbound/outbound, checking schedules, reviewing quality call evaluations, checking daily calls count, average handle time, on queue, time off requests/approvals.
What is the purpose of sending a technical text?
To let your TPC/leadership know that you are down due to a technical issue such as an outage, or system issue.