What EE Scorecard Mark Am I :
Did the Associate/Advocate properly document the call (BUI Template), capture the members BCN, outside communication, as outlined in article #3895
Documentation/ BCN
Branding opening and closing
Opening: Start Positive / Empathize / Build Rapport
Closing: ensured that no additional assistance was needed.
Changes were made to avoid Medallia survey being emailed to the member.
Survey Avoidance
It is possible to deceive members by making promises we have no intention of keeping.
FALSE > We must provide realistic expectations for members
Transfer Process and Outbound Process are how many points?
Hint: Both Scorecard marks are the same amount
4 Points
identify and encourage self-help opportunities to the member
DIY Options
Confirm member
2 forms of Authentication:
Types- email / phone / address (AAC 2397)
Survey Manipulation
Advocate promotes the survey to get a good score on it
There's no need to provide an incident number for every member, especially for straightforward changes like an email update.
FALSE - must provide incident by phone & email (don’t forget to send OLC)
How many points are taken off for Background Noise ?
NONE - Red Flag
Did the Associate/Advocate recognize opportunities to build a genuine connection with the member, create an authentic interaction and small talk throughout call...etc.
Building Rapport
Incident Histroy
review all incidents prior to creating a new one!!!!!
Associate/Advocate communicates in a rude and/or disrespectful way.
rude and/or disrespectful
Must advise of hold time> 2 mins ONLY / No Dead-AIR > MUST say 2 mins and follow through on those expectations
TRUE
How many 10 point Scorecard marks are there?
4
Documentation/BCN | Appeasement | Realistic Expectations | Tailor fit Resolution
Associate/Advocate should provide apologetic sentiments throughout the call at appropriate times.
Apologetic Statement
Appeasement
Appeasement was necessary & within approval limits
Work/Task Avoidance
Anything that involves an Associate/Advocate avoiding the work/task - including excessive hold times
Associate doesn't have to maintain a quiet and distraction-free work environment
False - Associate must maintain a quiet and distraction-free work environment per the Work from Home
Name all 6 point scorecard marks
Hint**: There's only 2
Branding
Building Rapport
acknowledge member's issue in a way that they felt confident their
issue will be handled appropriately – Advocate for mbr
Take Full ownership
Tailor-fit-resolution
root cause of mbr’ s concern / Best resolution
Associate/Advocate inappropriately/prematurely disconnected an interaction:Caused member to disconnect due to dead air/ intentional silence.
Improper Disconnection
Auto Fail is listed as one of the Invalid and unapproved Terminology (avoid saying):
TRUE
What 2 EE Score marks take off 12 points
Apologetic Sentiments / Take Full Ownership