Call Handling for Difficult Scenarios.
Where should this document be located currently?
You should have it Pinned or Bookmarked for quick access!
(Please do this now if you have not already)
What are the Expectations for Ready, ACW and QA to be Meeting Expectations?
All must be correct for points.
Ready = 90% or more
ACW = 20% Or Lower
QA = 80% or More
A maximum amount of dead air that's acceptable on a call would be?
10 seconds or less, Anything beyond that would be a Not Yet.
What should we post in our team colab every day?
SOS, EOS, EOD, GFB, BFB.
This is the cause of Items getting lost during weekly Meetings.
Too Many Tabs!
Process for when a difficult call comes through. This is the same thing for each and every scenario.
Call the Supervisor line & Loop in your Lead
During our weekly meeting, When are the Box Scores we are discussing from?
The Previous week!
(QAs are wacky and run from Saturday to Friday)
When a caller is upset or going through a difficult time, We would always want to display What appropriately?
(Soft Skills)
Empathy!
If you are sent a message from Leadership, How soon should you respond? Even if its not a full sentence?
This is a phrase Kira often says
Goodness Gracious, Good Golly
Oh my Lanta, Ouch
Points will be granted for any answer Kira agrees with.
Is there a step by step on how to handle a Prank Caller in this document?
Yes.
There may be instances where you receive a call that seems to be a prank but it’s important that this is verified before disconnecting the call in order to properly support our clients.
Where can you go to check your Box Scores throughout the week?
The Team Anywhere Website!
To show understanding when following a callers statement? We should use this___________
Positive affirmations
If you are interested in working from anywhere, What steps should you first take before traveling?
Let your lead know, Reach out to People & Culture, Plan accordingly!
How Old is Kira... (Careful)
30.
When is it appropriate to disconnect a call when a caller is using profanity?
If profane language continues after asking them to keep their language professional (2 Step Process)
What does our Box Scores affects on a Bi-Weekly Basis?
Tiering!
What is something we on Team F'LEX is focusing on to be the best at?
Soft Skills!
Every interaction we have with our callers can determine if our Client gets hired.
What would be considered "Communication Etiquette"
To be professional and positive in all communications. We would never display negative connotations or comments about our callers or clients
This is both an object and an Activity that Kira will often make sure is available. Especially on busy days.
Have Water / Drink Water!
Which scenario has an additional instruction indicating difficulty when transferring to the US Line and to keep trying.
Handling A Suicidal Caller.
What are the Expectations for Ready, ACW and QA to be Exceeding Expectations?
All must be correct for points.
Ready = 95% or more
ACW = 10% Or Lower
QA = 90% or More
When a caller comes up verified, What information should be read out to them for verification after the name has been confirmed?
The Last 4 digits of their phone number & Email Address should be confirmed back to the Verified Caller from what comes up.
(Blue Check mark Callers)
Who do we need to loop in if we need to go on a Leave Of Absence? and what are their names?
(Short term or long term)
Canada People and Culture
Nina, Roma, Danae and Kimbeng
This is Kira's favorite Joke
(2 Possible Answers)
Little Old Lady Who?
Thunderpants