Founding Values
What is the most valuable thing we own?
Our Brand
What is Roadside's ADH expectation percentage?
92%
What is the minimum adherence percentage you have to hit each month?
92%
What is the expectation of the dependability policy?
If you miss 60+ minutes of work, when you should be working, PTO must be applied.
• Gathers and examines information from multiple sources
• Studies facts and details
• Considers past experiences and history
Analyzing
We work hard and we...
Reward hard work
What quality score or higher do you need to achieve to meet requirements?
91%
What is your expected quality score each month?
91%+
What is considered, but not limited to, "misconduct"?
Lying, cheating, stealing
• Effectively communicates both verbally and in writing
• Clearly communicates messages, thoughts, and ideas to others
• Demonstrates strong presentation skills
Communication
To our customers and to each other
How do we recognize our peers? How many are required each month?
Kudos! 2 per month
What % do you have to stay under for your call coaches on a 2/3 rolling month?
<1%
What accountability procedure is described as failure to "meet performance expectations consistently"?
Performance
• Provides excellent service to both internal and external customers
• Meets others’ needs in a timely manner and with a positive attitude
• Places others’ needs above one's own needs
Customer service
What is the foundation for our success?
Personal honesty and integrity
What does MBG stand for?
Must Be Great
What is the expected average handle time for NSCs?
AHT <22 minutes
Which accountability procedure includes instances where an employee has been coached repeatedly on an area(s) needing improvement and fails to consistently apply feedback given?
Personal responsibility
• Demonstrates a strong attention to detail
• Provides facts and details when conveying information
• Thoroughly reviews information for accuracy and consistency
Detail-oriented
What is our way of life?
Customer service
<1% accountability call coaches in 2/3 rolling months
What is the expected average handle time for SSRs?
AHT <11 minutes
Name the 4 accountability procedures
Dependability, misconduct, performance, and personal responsibility
• Takes action to meet goals and objectives
• Accomplishes tasks according to the direction and instructions provided
• Is able to perform tasks or complete processes in ambiguous situations
Executing