Task Handling
Specific types of tasks that are put “on hold” to provide long-term information or monitoring
A form to be filled out for every sale when the account is ready to be sent to the Setup Team
411 Form
An assurance statement give to the caller.
(Required within the first 15-30 seconds of the call)
Yes, I can help you with that!
I’d be happy to help you with that!
I’m sorry to hear that. I can help you with that.
Paid time to give a helping hand to your community by volunteering
Giving Back Time
Call this number to reach the supervisor on duty.
866-244-9196
Status used if the timer exceeds 20 minutes, and you need to continue working on the task without going available
Project
Recommended for clients with more than 10 Spanish calls per month.
Premium Bilingual Routing
The 3 initial expectations/requirements when taking an Agent Feedback call, after stating the answer phrase.
Ask for Agents Name
Use Agent's Name
Verify the last four of the account number
Required every 3 hours of work
10 min paid break
Steps to take if a Supervisor is not available on the Supervisor Line.
Chat your direct lead for help and post in the Client Account Managers collab
Arrange a call back with the client
A special assignee created in DS to help route tasks to brand-specific teams for follow-up after those tasks have been reviewed and actioned initially by CAMs on other teams.
Service Follow Up
Heavily discounted rate given by a member of Sales in the beginning months of a client signing on with our services.
PROMO
The 3 requirements/expectations when taking an unverified contact call, after stating the answer phrase.
Ask for the full name of the caller and verify the spelling.
Ask for and verify the full phone number.
Confirm the Account Name.
What DEI stands for
Diversity, Equity & Inclusion
Person assigned follow up work on a Supervisor Request task.
The CAM who go the request.
An action performed when if there are multiple tasks open about the same issue on a single account.
Merge
The number that will connect you with an AnswerForce Sales Team Member.
800-461-8535
Example of an Empathy Statement in response to the caller.
How exciting!
That’s great news!
I’m sorry to hear that.
That sounds frustrating.
I can understand why…
This policy refers to, “an employee’s right to be able to disengage from work and refrain from engaging in work-related electronic communications, such as emails, telephone calls or other messages, outside normal working hours”.
Right to Disconnect Policy
Number of minutes to wait for a Lead response in chat before offering a call back.
1 minute
An integration that cannot be performed when a client is required to be HIPPA compliant.
Zapier
A one word abbreviation to mean a duplicate deal or lead in DS, noted by someone in Sales.
DUPE
Example of a value statement. A preferred statement, although not required, when speaking to a client.
I see you’ve been with us xx years. We appreciate you!
I see you’ve just signed up with us. We’re glad to be able to partner with you.
The hours Earned Leave caps out at
480
I am someone you can go to if your lead (or any other leads) are available for supervisor assistance.
Bethany
Robert
Natalie
Also:
Andrea
Melanie
Stephanie
Skylar