Usage/Sales Force
This case is the bread and butter of the PCRs daily workload.
What is the Master Usage Case?
A time we do not call for low usage.
What is a grace week?
This call includes going over the program and getting to know your participant and their routine at the start of the their participation.
What is a welcome call?
This film first aired in November 1973, starring Charles M. Schulz's characters from the comic strip Peanuts.
What is A Charlie Brown Thanksgiving?
This team assists participants with computer/program related issues after basic troubleshooting has already been attempted by agents.
Who is tech support?
The process in contacting users below 3/69.
What is making two call attempts?
The name of the report used by intake agent to view their assigned leads.
What is my intake 2018?
The century in which pumpkin pies came into common use.
What is the 17th century/1600s.
This team provides customer support to schools who have purchased the Waterford Early Learning Curriculum.
What is the WEL support team?
The number you call if you have been unable to leave voice mail or reach a participant.
What is the alternate contact number?
The percentage number a PCR has to have in their graduation rate to be able to exercise best judgment on accounts.
What is 93% and above?
The person who must be available to fill out pre-registration.
Who is the legal guardian?
Turkey chicks are called this before they reach adulthood.
What is a turkeyling?
The department that observes all calls and procedures are being followed by evaluating agent calls.
Who is Quality (ISIS)?
Using the participant's name, child's name, showing empathy and using the correct language and tone to engage the parent.
What Courtesy and Phone etiquette?
This is the lowest percentage you must meet to get "meet expectations" for Quality.
What is 80%?
This is used in response to requested exceptions like Date of Birth Discrepancies during intake.
What is an override?
This song's release was December 2011 and has became the most played holiday song since.
What is All I want for Christmas by Mariah Carey?
Each member of this department has a designated territory spread over the U.S as they work to promote different Waterford products and services.
Who are the sales reps?
The area on the participant account page is used for name pronunciation and special instruction information on the case.
What is the alert field?
When a user has repeatedly fallen below acceptable usage, and discussion has to be had on how to retain or remove them.
What is supervisory review?
The date and time you will contact the user again.
What is a follow up call?
This man is the the CEO of Waterford?
Who is Benjamin H. ?
This team is responsible for promoting the Upstart Program throughout Utah while also targeting to low-income families, rural families and families with children who are English language learners and recruiting families with four year old children to participate in the program.
What is the Outreach Team?