Concerns
Timeline for closing the Concerns in OLMS.
What is 5 business days?
Released to provide information about updates to processes, potential impacts to the business, and other pertinent information the CCR should have/must know.
What is Service Briefings?
Use to measure the Site's compliance.
What is Site Assessment?
Group or person(s) responsible in implementing the corrective action.
What is WHO?
Customer contact is required.
What is 24 hours?
Review service briefings that were released to ensure that all required and active employees have completed the service briefings.
What are the last five service briefings?
Service Briefing possible points
What is 50 points?
Date will the corrective action be implemented.
What is WHEN?
Must include side-by-side or remote observation to prevent reoccurrence.
What is agent follow-up?
QMEs should be reviewed with the CCR.
What is within 2 weeks or 10 calendar days.
Thorough and should provide adequate evidence for the noted exceptions.
What is Documentation?
The first step in developing an appropriate CAP is to determine the root cause.
What is WHY?
Corrective action and coaching sessions are documented.
What is OLMS and Verint (EPIC)?
Three to five internal call monitorings should be completed on the first week on the floor.
What is New Hire?
Must be completed for any test that does not score 100 percent.
What is corrective action plan?
Address the exceptions and prevent repeat occurrences.
What is HOW?
Randomly select Corporate concerns and CSC concerns from the past three months prior to the audit.
What is 10 Corporate concerns and 5 CSC concerns?
Review the coaching documentation of the last three months of monitorings for quality and completeness.
What is 20 CCRs?
Should be entered in the Audit Results box for any test without a noted deficiency.
What is “No exceptions noted”?
Used to document the audit results and corrective action.
What is CAP Worksheet?