WIP
True or False
It is common to have more than one engagement in "In Progress"
False
Only the engagement that you are currently working on should be "In Progress
What is a passing SQS score?
85
True or False
Local experts have nothing to do before their customers arrive for their appointments
False
Send Link
Write the IEP email and send
Direct note with date email sent
WIP
Work in Progress
I had an emergency and I can't make my shift - What should I do?
Contact my manager
True or False
My manager checks WIP daily
True
Since we are quickly approaching "Tax Peak Week" I focus on making sure your WIP is clean because:
1. WIP takes up bandwidth in the system
2. Lingering WIP can bottleneck and cause STRESS
What is the minimum amount of times you should mention the customers name during a call?
3
What percentage of documents must they have before you can start preparing their return?
80%
H.E.A.T
Hear them out
Empathize
Apologize
Take Action
I am sick and cannot make my shift today - what should I do?
Open your schedule, reschedule all appointments, put in "unplanned time off" and contact your manager
True or False
Once an engagement is put "On Hold" there is nothing else that needs to be done until a customer responds
False
"On Hold" engagements require a direct note sandwich Date/Reason/FU Date and the Follow up Date must be set while placing on hold. Then continue to watch for FU Dates that are past the current date and update the Direct Note and Follow-up.
Which 3 SQS categories are deemed unacceptable?
Unfulfilled Escalation Request
Abrupt Disconnect
Call Avoidance
What 4 things should I do 24 hrs. before their appointment?
Check for log in
Look for Duplicate Banners
Send an email
Keep engagement open
I.D.E.A.L.
Identify
Define
Explore
Add Value
Look Back
I came to work, but I cannot finish my shift (became sick, had a personal emergency arise) - what MUST I do before clocking out?
Have a conversation with my manager (if unavailable contact the MOD), reschedule appointments, unplan time on schedule
True or False
Expert can close an engagement that has "Succeeded Agency" in status
True
If the engagement does not close automatically you should confirm it was succeeded in BOTH Federal and State (where applicable) and then close the engagement.
What is the one SQS category that our team scores the highest in?
Expectation Setting
My customer is having difficulties uploading documents, what should I do?
Assist the customer and include a note in the engagement
C&C or C/C
Clear Cache and Cookies
I have a personal appointment that cannot be rescheduled - What MUST I do and when?
Let your manager know as soon as possible (preferably 2 weeks but at LEAST 2 days prior)
Re-schedule any appointments and put unplanned time off on schedule.
True or False
"Succeeded Agency" is the only time an expert can close a case
False
Expert can close a No Docs No Contact engagement after completing the steps and documenting them in notes.
Which 3 SQS categories are our team's pain points
Customer Name
Greeting
Issue Recap
True or False
I must keep the customer with me while I am preparing their return
False
However a follow-up appointment (either in person or virtually) MUST be made for NO later than the next day.
E2E
End to End (Refers to an end to end guide - where the majority of procedures and FAQ can be found)
My schedule adherence is <99% will this affect my ability to extend, come back early or return to local and why or why not?
YES -
Experts are chosen based on metrics and schedule adherence, if there are enough other experts wanting to extend or come back early with better ratings, you will not be invited. Local offices need experts that understand the need and adhere to working their schedule.