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CC Chat
Processes
601
Partials
Random Knowledge
100

2 minutes

How long do we have to respond?

100

an alias we send an email to when we need help with an exchange order

What is RIT?

100

an order placed online through Ashcomm

What is a 601 order?

100

a type of credit hold that signifies the customer has not paid in full

What is a D2 credit hold?
100
when a customer has 2 or more orders they want to be delivered together, we call it this.

What is CTD?

200

an order that has all of the items on it at the D.C. ready to be delivered

What is a fully reserved order?

200

A contact status that signifies the customer would not like a partial

What is NO PTL?

200
the amount of hours a customer has before we cancel their online order, after the call 3 email has been sent.

What is 72 hrs?

200

a type of credit hold that signifies a customer has an administrative/process error on their order

What is a F3 credit hold?

200

calls we make the day before a delivery date to confirm the delivery

What are confirmation calls?


300

a list of criteria and requirements put in the chat by a cc agent when they have a request

What is a scheduling template?

300

A contact status that signifies the customer does not want to be rescheduled for an earlier date.

What is RSDEC?

300

SKUs we must check for before scheduling to ensure they are not present

What are placeholder SKUs?

300

a separate company that pays us in full on behalf of the customer, while the customer makes monthly payments to them

What is a finance company?

300

An order that is placed online through our e-team

What is a 603 order

400

an excel sheet we use to keep track of how many chats we've scheduled throughout the day

What is the coaching log?

400

A chart we refer to when we're not sure how to proceed within the scheduling process.

What is the scheduling flow chart?

400

after we have already attempted to call the customer 3 times with no luck

When do we send the 601 email to the customer?

400

a type of order that we swap existing pieces that are at the customers home for new pieces that are to be delivered. Also, we can not partial these orders.

What is an exchange order?

400

the amount of time we have until we are considered tardy if late to work?

What is 10 minutes?

500
something we do to signify to the cc agent that we are working the request

What is "like" the request?

500

these are the three types of orders that we must submit a SFT for cancellation.

What are 601, 603, and Exchange orders?

500

Within 5 days of the current date

When can we not schedule a 601 order?
500

a finance company that can only do a partial for mattresses, foundations, bases, and bold on bed frames

What is Koala?

500

a place we go when we want to check to see if an order has multiple orders. This is part of our 5 step order research process

What is view customer activity