Effortless
<12% of your calls might require support or escalations to this unit
What is ASC HUB?
ASC Work time should be requested in advance, and taken after it is reflected on this application.
What is Genesys?
Routine cyber security tests sent via email with a 100% required pass rate are referred to as __________
What is phishing exercise?
Fidelity has created the platform for us to share our ideas by utilizing this channel.
What is Voice of the Employee (VOE)?
A minimum of 90% is expected within 8 weeks post training Phase 1
What is the Quality Score
A representative is not feeling well, encountering technical difficulties, or running late should contact _________ prior to the start of their shift.
What is the WFM Sick line?
Emails are sent via this process to minimize breaches and risks.
What is QCMEPLEASE?
You are able to locate your assigned goals by accessing this application that is also used to submit time off requests.
What is Workday?
A rate of at least 80% on qualified calls is expected
What is Advisor VA target
This KPI with a target of 96% involves ensuring all cases are closed and completed with contact names on the day they were created.
What is First Contact Resolution (FCR)?
One way of maintaining Privacy of Information Protocol is by ensuring callers are verified using this tool on Salesforce.
What is Voice Authenticator?
During the first 3 months of onboarding, this is your expected minimum in office days.
What is 10 days?
Utilization of this tool to support finding answers to daily queries comes with a 45% adoption usage
What is Agentforce
A minimum of 89% is the target for KPI that relates to time management.
What is Adherence
We should use this tool if working with NIGO or sending any outbound fax through CONX.
What is Faxbot?
This training approach is the main method used to support peers and prepare them for success on queue.
What is double jacking?
This application is used during daily client interactions to capture integral information to include: Account name, contact name, subject, description, etc.
What is Salesforce Case Creation?
517 seconds or below is the overall target for the ASC. It varies depending on whether you are Bilingual or Unilingual and your assign team (ISC/ASC/SST).
What is Average Handle Time (AHT)
Ongoing training is important to maintain and improve knowledge related to your role. We use this platform available on insite to complete courses.
What is MyDevelopment?
The management team supports your growth, and preparing this document helps communicate that clearly.
What is a development plan?