A
To avoid (____), provide leave eligibility and details before transferring to Intake.
Incorrect use of resources
Call back if the call gets disconnected and the resolution has not been shared.
What is incorrect disconnection procedure?
Not doing a recap at the end of the call can lead us to...
Unresolved additional concerns
A great boss who is always attentive, responsive and concerned about the team growth.
Who is Aura?
Previous scenarios used as reference when dealing with difficult cases is...
Using high judgement
Always ask if there is something else they would need assistance on at the end of the call.
What is unresolved additional concerns?
Take notes while the EE explains their concern to avoid forgetting something is used to avoid...
Unresolved additional concerns
To avoid an (____) review the appropriate KB articles to know how to handle the scenario and what the next steps are.
Incorrect transfer
To avoid (___) remember that due date is always next business day.
Task assigned to the wrong party/date
Call or Chime the AC or CM when necessary.
What is incorrect use of resources?
Documenting things that were not discussed on the call, saving the notes on the wrong case or not using the note template.
No pending tasks within SLA, specific action needed form CM or AC out of our scope and checking notes, emails and claims before a...
Review the due dates on the open tasks, using the SLA calculator to verify over due tasks before following the
Escalation Path
Not confirming the type of leave, case number, leave dates, UPT deductions or not checking sent documentation can be caused by...
Lack of probing questions
Consult other resources as well as other peers when you are in doubt.
What is not using high judgement?
Out of scope