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client
collaboration
Courage
Integrity
Quality
100
What is the standard SLO for Inquiry that analyst are being measured against?
What is 3 business days for email Inquiries, and 6 business days for phone Inquiries
100
If an inquiry is urgent when does a client need their response by.
24 hours or 1 business day.
100
a client doesn't respond to your first attempt at scheduling. After your second attempt do you need to change the priority and due date? If so what?
custom 6 days out
100
Phone inquiry needs to be re-scheduled because analyst power is out. What is the exception from the pull down menu?
connectivity issues
100
Phone inquiry submitted Nov 3rd at 4:30 pm . You aren’t able to find the correct analyst until the 5th due to analyst re-routing. Is there an exception, and if so what is the exception?
What is NO exception
200
Sales submits and Urgent inquiry Oct 27th, we don’t clarify the drop dead date. We send the client times on the 27th the first availability beginning nov 1st. Client responds “the 4th works perfect!” How has OTP changed and why?
What is priority: custom due date: Nov 4th
200
standard email inquiry submitted. Analyst doesn't have inquiry blocks for the next three days, and is going on vacation the following week. What should you do?
What is try to find another analyst or see if the assigned analyst can respond before going on vacation.
200
9:00 am Oct 25th inquiry submitted. SPI loses inquiry for 4 days they assign it to you oct 28th at 3 pm. What is the due date?
What is due date Nov 1st
200
Inquiry is lost in Siebel, SPI has an inquiry under there name and discovers it and has not been routed. They assign the inquiry for you? Is there an exception?
What is exception Delayed in CRC
200
An inquiry is custom and on time for delivery date of November 10th. On the call we discover the MM# is double booked by our team and we need to work to re-schedule the call. What has changed about the on time performance?
What is there is a late exception of delayed in the CRC.
300
You have confirmed an inquiry call on the oct 28th. You’re an IC and you change the CRC so you can mark the late exception, and forget to change back the CRC owner. The client emails us to re-schedule and they propose a new time of nov 10th. SPI changes the scheduling status to needs re-schedule, Because the CRC owner is listed as an IC the record doesn’t get populated in the needs re-schedule queue. You disvoer the missing inquiry on the nov 6th and are able to confirm the call by the nov 10th. What’s the impact on OTP?
What is Custom on time
300
Will POCs and 1-on-1s be included in the calculation? If so, how?
What is POCs and 1-on-1s will count towards the volume portion of the calculation, but not towards the timeliness portion.
300
inquiry is submitted on October 18th at 9:01am EST. The call is scheduled for 10/20 at 2:00pm EST. The morning of October 20th, the analysts emails the IC explaining their car broke down and they will need to take it to the shop and will need to reschedule the call. The IC reaches out to the client and reschedules the call for October 21st at 9:00am EST. - Would this call be: Urgent, Standard, or Custom -What should the due date be? -Is this call On Time, Late or Late Exception? If exception, what drop down would you choose and why?
What is standard, due date 10/25, on time
300
An Inquiry is submitted via webform on Thursday, October 7th at 11:59am EST. The call is scheduled for Friday, October 15th at 4:30pm EST. - Would this call be: Urgent, Standard, or Custom -What should the due date be? -Is this call On Time, Late or Late Exception? If exception, what drop down would you choose and why?
What is standard, due date 10/15, on time
300
An inquiry is submitted on November 22nd at 5:01am EST. The client has requested an email response from the analyst. The analyst is in the office, so the IC puts a reminder on the analyst’s calendar for the due date. The analyst accepts the reminder and confirmation is sent to the client. The analyst sends the email on November 29th. - Would this call be: Urgent, Standard, or Custom -What should the due date be? -Is this email On Time, Late or Late Exception? If exception, what drop down would you choose and why?
What is standard, due date 10/24, late
400
Phone inquiry submitted oct 14th at 10:00 am. You aren’t able to find the correct analyst until the 16th due to the analysts re-routing. Is there an exception, and if so what exception?
What is Late exception- re-route
400
A call is confirmed for November 1st at 10:30am EST. After the call, the analyst recommends that the client arrange to speak with another analyst. Client says the call must take place by November 8th. The IC sends availability for the week of November 1st. - Would this call be: Urgent, Standard, or Custom -What should the due date be? -Is this call On Time, Late or Late Exception? If exception, what drop down would you choose and why?
What is custom, 11/8, on time
400
An inquiry is submitted through a sales rep on November 30th at 3:30pm EST and has a due date of 12/1. The analyst is OOO that week. The IC sends times for the week of 12/7. - Would this call be: Urgent, Standard, or Custom -What should the due date be? -Is this call On Time, Late or Late Exception? If exception, what drop down would you choose and why?
What is Urgent, 12/1, late exception OOO
400
An inquiry is submitted on October 18th at 9:01am EST. The call is scheduled for 10/20 at 2:00pm EST. - Would this call be: Urgent, Standard, or Custom -What should the due date be? -Is this call On Time, Late or Late Exception? If exception, what drop down would you choose and why?
What is standard, due date 10/15, on time
400
You have confirmed an inquiry call on the nov15th. You’re an IC and you change the CRC so you can mark the late exception, and forget to change back the CRC owner. The client emails us to re-schedule and they propose a new time of nov 24th. SPI changes the scheduling status to needs re-schedule, Because the CRC owner is listed as an IC the record doesn’t get populated in the needs re-schedule queue. You disvoer the missing inquiry on the nov 29th and are able to confirm the call by the nov 30th. What’s the impact on OTP?
What is late exception delayed in CRC due date nov 24th
500
An inquiry is submitted on November 22nd at 5:01am EST. The client has requested an email response from the analyst. The analyst is in the office, so the IC puts a reminder on the analyst’s calendar for the due date. - Would this call be: Urgent, Standard, or Custom -What should the due date be? -Is this email On Time, Late or Late Exception? If exception, what drop down would you choose and why?
What is standard, due date 11/24, on time
500
An inquiry is submitted through a sales rep on November 30th at 3:30pm EST and has a due date of 12/1. The analyst is OOO that week. The IC sends times for the week of 12/7. On December 6th, after no response from the client, the IC sends updated availability for the week of 12/7. - Would this call be: Urgent, Standard, or Custom -What should the due date be? -Is this call On Time, Late or Late Exception? If exception, what drop down would you choose and why?
What is custom, due date 12/13, on time
500
Oct 4th Analyst phone inquiry submitted 1:30 pm ET. After reaching out to two analysts, it’s clear that we need clarification to identify the correct analyst. We reach out to the client on the 5th to clarify, they respond same day 5:15 pm ET. What is the due date?
What is oct 14th due date
500
Inquiry submitted on Nov 15th, we don't find the right analyst until Nov 19th. we email the client availability. They dont' respond so we send updated availability on the 24th. What is the priority, due date, and if there's a late exception what is it?
What is due date 12/6. priority custom, no exception.
500
A call is confirmed for November 1st at 10:30am EST. After the call, the analyst recommends that the client arrange to speak with another analyst. Client says the call must take place by November 8th. The IC sends availability for the week of November 1st. The call is scheduled for November 5th at 11:00am EST. On the 4th, the client calls and would like to move her call to Wednesday the 10th at 11:00am EST. The IC checks the analyst calendar and he is available. The analyst accepts the new time and confirmation is sent to the client. - Would this call be: Urgent, Standard, or Custom -What should the due date be? -Is this call On Time, Late or Late Exception? If exception, what drop down would you choose and why?
What is custom, due date 11/10, on time.