Hyperdrive
CCCONE
Talk Paths
Genesys
Miscellaneous
100
What does DRP stand for?
Direct Repair Program.
100
What two settings must be changed every time you open CCC1?
'Location' and 'Status' both must be set to 'ALL'
100
This is very important to use and is in each talk path
What is Empathy
100
What status do you need to be in to receive an inbound call?
On Queue.
100
Where do you find your task for the day?
The daily dispo sent via email every morning.
200
What carriers are not pre- approved to drop off for repair without requiring an estimate first?
All carries except USAA with an Ok to Pay: No, Auto-Owners, Mercury and Customer Pay
200
If USAA is requesting a Drive-In Estimate, where in CCC1 do you look to find the date and time that the customer requested?
'Inspection' tab
200
What is the Direct Repair Talk Path?
“We've partnered directly with your insurance carrier to streamline the repair process.
We can schedule your repair appointment with Crash Champions, combining the estimate and repair into one convenient visit.
This one-stop shop approach saves you time and hassle, eliminating the need for multiple trips.”
200
When do we consult (warm transfer) a call?
Transferring to the shop, and other queues such as Customer Concern Escalation queue or Spanish Queue when working OB
200
How early can you clock into ADP?
Five minutes early.
300
What does Customer Pay mean?
An out of pocket repair.
300
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 as long as they have a claim number
300
What Insurance company has a different outgoing voicemail message for a non-drivable vehicle?
Allstate
300
Why would you aux to meeting- coaching?
For Coffee Talks and any other scheduled meetings, meetings with TPC's or Managers.
300
Where do you request time off?
Time off is requested in Genesys first, once approved time off is requested in ADP.
400
What is optimal scheduling?
Scheduling the customer at a location different from the one they were assigned to due to capacity issues at assigned shop.
400
If you are unable to open an assignment in CCC1and see this:
What do you do?
Send in a Smartsheet for Profile Management
400
What is a Queue Callback?
A Callback is selected by the customer as an alternative to staying on hold. They retain their place in line, but we call outbound to them.
400
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.
400
What does AHT stand for?
Average Handle Time. The average amount of time that you spend on a call.
500
What are the four required field (in blue) to pull up the calendar view to check availability?
Zip code, make, insurance, appointment type.
500
What is the identifier for an open shop assignment in CCCONE?
The green star in CCCONE.
500
What is:
"We apologize but we are currently experiencing technical difficulties and are unable to assist you at this time"
Down Script
500
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.
500
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.