AAT
The goal for Average Active Time (AAT).
What is 25.5 minutes or less?
The goal for First Contact Resolution.
What is 42.7% for greater?
The goal for Reopen.
What is 30.7% or less?
When you open the call with "Thank you for calling Walmart Seller Support."
What is branding the call?
An application to write down notes and important information (Partner ID, Item Identifiers, etc.) to save time between flipping between browser tabs and searching for the same information.
What is Notepad/Microsoft Word? (Other note taking application is acceptable.)
You can do this to answer any additional questions the seller may have without having to respond to an email and reopen the case.
What is making an Outbound Call?
This is a best practice to ensure the seller does not reopen the case with any additional questions that we could have answered in our resolving email. (i.e. seller is confirming an item is converted to WFS, provide them the Seller Help article on creating an Inbound Order)
What is Anticipating additional questions?
The resource that has all the most common articles we use for research and to provide to the seller to empower their independence (Located under Best Practices in the Team SharePoint)
What is the External & Internal KBs To Use in Salesforce Emails SharePoint?
You ask for in the beginning of the call and will use the answer as a way to refer to the person instead of "sir", "ma'am", "friend".
What is the Caller's Name?
A widget in Salesforce to save and use your most common templates and verbiage.
What are Macros?
You can include these bits of information as proof the seller's issue was resolved as well to encourage the seller's independence.
What are Screenshots and Seller Help Articles?
You use this status instead of 'Resolved' when you resolve the seller's issue but instruct them to reach out with additional information if the issue persists.
What is Needs Info - Auto Close?
To answer this question for QA, you will paraphrase or reinstate the seller's exact issue to show we understand and are aligned with the seller's case. "I understand there are units missing on Shipment 123456GDM."
Was the root cause acknowledged?
You will put the caller on hold for 2 minutes, up to 2 holds, or walk through your steps while researching the caller's issue to avoid this.
What is dead air?
A tool that lets you view previously copied information and pin more used verbiage and templates for quick access. Accessed through computer settings.
What is the Clipboard History Tool?
You would do this before emailing the seller a resolution after working with an internal team (JIRA, FIXIT, WERCs, etc).
What is closing Internal Tickets?
You will do this when emailing the seller after they have asked additional questions or have advised the issue was not resolved.
What is to acknowledge/Reinstate the seller's issue?
These are labels to identify the type of case you are working that need to be updated before the Case status is updated, and you close out of the case. If these are not updated, you will get Question 2 (Did the associate use the reference the correct internal article?) marked 'no'.
What are the case categories?
You will do this after every call before you log the call or email the seller within the new/existing case. Often with the following template:
Partner ID:
Case:
Caller:
Call Back Number:
Notes:
What is the disposition?
You will do this after being stuck on a case for five minutes and have not identified your next steps so a Team Lead or SME can assist.
What is posting a help template in Slack?
What are Salesforce Email Templates?
Doing this will help you understand the case and your next steps versus having to back track and course correct. This will also help you to avoid repeating the same actions previous agents performed in the case.
What is to familiarize/research the case (reading the case feed and emails)?
QA will not search to see if you have reached out for help/confirmation to do something that go against a specific workflow if you do not do this.
What is notate your touch notes?
You are doing this when you ask for the caller's Partner ID or for them to confirm their email address linked with the Seller Account.
What is verifying the seller/Seller Verification?