QA-NON
You can use this to find the account but you'll need to use something else if you have to verify.
What is the phone number?
Better not release any sensitive information without doing it first!
What is verification?
Agents achieve this goal when they solve the customer's issue the first time around, and the customer doesn't have to call again.
What is One Call Resolution?
A customer can prepay wherever payments are accepted, but they will have to be at the site office if they want to pay this - since they'll have to move out anyway.
What is a Pay to Vacate?
Extra Space is green just like the color of money, but specifically this kind of green.
What is Wasabi Green?
It's a metric we measure, just not for QA; since QA is about the content of the call and not the space between it and when you're ready for the next call.
What is ACW?
WFO is always watching to make sure that you are working when you are scheduled to be taking calls. Doing this specific activity could land you in hot water.
What is Call Avoidance?
Follow your schedule 92% of the time and you will have no problem making this goal.
What is Adherence?
Often referred to as the 'automated system,' it can process a payment over the phone, but the acronym is just as often lost on everyone.
What is the IVR? (Interactive Voice Response System)
While we are happy to assist our customers, we are a self-service storage company. Especially, when customers use it.
What is the ESS App?
Novelist, Emily Post, would be very proud of our agents for practicing good manners but not for confusing etiquette with this specific pointed metric that is often missed.
What is a customer appreciation statement?
It's shorthand for it's cooling effects and to donate how easy something is. I don't have to tell you what happens next if you don't login to it before you start taking calls.
What is Breeze?
Take as long as you need to solve the problem but if you can keep it around 290 seconds, that would be greaaaaat!
What is Talk-Time?
'It's the deepest discount off of the rent and reserved for new customers renting for the first time - but a store manager might make an exception.
What is the ISR?
According to ESS's Culture Guide, Passion, Innovation, Teamwork, Integrity and this make up our values.
What is Excellence?
It's one of several things that you are to do on every call; a non-verification, verification question, account specific but too vague for account verification.
What is verify the site?
It costs nothing to be kind, yet we often forget to show this with customers who share with us that they are on hard times.
What is empathy?
No, we are not talking about the 'gram' or the 'pot!' But you do want 92% or more...
What is Instascore?
Because not every account will have to pay it, you may not have to mention it when giving a customer a breakdown of their subtotal.
What is sales tax?
With over 4K locations in the U.S., ESS operates in Washington D.C. and this many states. Jackie Robinson would be very proud!
What is 42?
Because you're not talking to them, your responses may be limited.
Who is the primary account holder?
As government regulations require, you are supposed to mention this when you call a customer. They may not know unless you do...
What is a recorded line?
The goal is 7.0 and is 15% of the overall weight of your metrics.
Unlike a groom carrying a bride over this, you won't be able to go under it without a DM taking a look first.
What is the Approval Threshold?
He was the former CEO of ESS and quoted Kenneth Bradley, saying, 'None of us is smarter than all of us', as found in Bartlett's Book of Familiar Quotations
Who is Ken Woolley?