End of Season
Last day to file taxes for individual federal income tax returns
What is April 15th
The day and time when an engagement should be completed
What is the due date?
Client request asked by expert during every call
What is a survey
The required average number of hours worked weekly
What is 20
Being on time and present for scheduled shifts
What is Shift Adherence
Request to make a change to a tax return already filed
What is an amendment
An engagement status when a customer has to perform an action.
What is "on hold"?
The process of effectively addressing customer issues
What is customer resolution
Time taken during shift that does not count towards average hours worked, weekend support or tax peak support
What is lunch
Our commitment to providing the best customer experience possible
What is Customer Obsession
Request to file tax return after deadline
What is an extension
WIP stands for...?
What is Work in Progress?
Sent by email, during tax return preparation
What is tNPS
The bonus percentage for tax peak support
What is 45%
Engagement widget which intent is to add value to the customer interaction
What is SEGR or Smart Expert Guidance and Recommendations
Seasonal expert action needed at end of season
What is return equipment
A scheduled time to connect with a customer
What is appointment?
A percentage calculation based on the number of customer feedbacks received by expert
What is survey rate
The number of worked hours required between April 5th and April 15th
What is 46
The quality or state of being correct or precise
What is Accuracy
Monies received after season has ended based on expert performance
What is a bonus
An action to take when a client expresses the desire to leave Full Service
What is release the client?
Sent in product after customer checkout
What is PRS
The minimum number of hours required to work April 15th
What is 6
Services completed on the day that customer orders it
What is Same Day