BFAST
This should be verified immediately after confirming the service tag with the customer.
What is System Model?
When prioritizing cases, you should ensure cases are touched at least every other day to avoid having them show up as this.
What is Idle?
This is our goal for ACW
What is Four minutes?
When gathering a customer’s contact information, it’s also both prudent, and required to request this, especially if ITP.
What is Alternate Contact Information?
You have this amount of time to respond to a customer before your responds is considered as having missed our service level agreement (SLA)
What is Two business hours?
This is our minimum goal for IBU.
What is 70 percent?
Miss this on a call and you might be losing out on extra money!
What is survey pitch?
When another agent actions a case of yours, you should make every effort to do this so that the customer knows you’re still their main point of contact.
What is regain ownership?
These Two aux states will negatively impact your IBU.
What are Aux 6 and Aux 9?
Included in both our initial and closing statements while on call, this describes to the customer who it is they’re talking to
What is Dell branding?
All outgoing email should be drafted with one of these to ensure that the email appears official to our customers.
What is a template?
When dealing with RDR, your score should be no higher than this.
What is 12.5 percent?
Prior to ending a call with a customer, we should perform this action to reinforce the solution we provide.
What is recap?
In Salesforce, this is the column we sort by to get a clear view of the cases we should be actioning next.
What is last modified date?
This type of metric will keep you from receiving a bonus. (Attendance/IBU)
What is a gatekeeper?