Feedback
What are the 3 main things to a successful feedback form?
Quick (concise/brief)
Clear (no abbreviations/spelling etc.)
Effective (necessary info/requested resolution)
When you're auditing open and closed QSPs, which one is more important to coach your team on?
Both, accuracy matters for both
True or False: You are able to bill V399 AND a GPBR on one call?
True
In AWS where are you able to see how the call was dispositioned?
Under "User Defined Attributes"
Where can you find the comprehensive report?
on Ramp
True or False?
The subcategory doesn't matter, you don't need to audit this.
False
It all matters because accuracy matters
If you're auditing for refunds, what are some things you would look for?
QSP ID
Reason
Amount
EID approval for over limit
A customer calls requesting account support because they need help logging in to book their redemption reservation, who would we bill for this call?
The branch associated with the redemption reservation
How should we coach agents to disposition DNR & Citation calls?
Select the Disposition option that most closely fits the conversation/request.
What report would you use to audit feedback forms?
The Internal Contact Center Forms report
Is this a good or bad feedback form?
Customer wants to switch out into a standard SUV or minivan. please call to arrange switch out.
Good
It's concise, no abbreviations, and has the necessary information.
Which of the following CCRI reasons stand out and why?
FSO credit
excess distance
everything was wrong
free day
everything was wrong
why, because it's unclear and unprofessional
If an agent is unable to bill their call because the customer hangs up too quickly, what should they do?
Bill it on the next call
Where would you find a list of all dispositions?
The OneNote!
What section in Emite would you use to audit billables?
Speicher AWS billable %
Is this a good or bad form?
Customer called in to extend until 1/4 please call customer and assist
Bad
Why/What would you coach your agent on?
Why does this Open QSP stand out?
Categories: Billing, Drop charges/one-way fees, Location will handle
amount $12.60
It's within the agent's limits
BUT could still pull the call/ticket to see why this wasn't completed because you never know
What branches should NEVER be billed?
Branches ending in 99, with the exception of V399
What are dispositions used for?
Auditing, trends, patterns & coaching specific call types
What day is the Internal Contact Center Forms report sent out?
Monday
Is this a good or bad Feedback Form?
Customer wants to extend until The 9TH. Please reach out wants to make payment. Please reach out.
Bad
Why/what would you coach?
This is an Open QSP, is it correct?
Categories: Loyalty, applied EC free day, location will handle
No, because All Loyalty QSPs should be closed
Could Audit for knowledge gap, resources etc.
Who sends out the monthly "Billing Error Reports"?
Jamie Vitale because she's awesome we love her
Rental Extensions should always be dispositioned as what?
Extension/Modification
Who sends out the "Cluster Billing by Agent EOM"?
Amanda Bedwell because she's awesome we love her