Popurri 1
When does a late/aux 5 abuse exception applies?
Whenever a system issue is presented, power/internet outage with a video/picture proof and submit the exception within the form on the same day you had the issue
What is my QA target?
90%
What is the QA score expected by my TL & QA
100%
What are our main outcomes within AR?
Research
Collect
Demonstrate empathy to the customer
Take ownership of the situation
Is it an AR or billing issue?
Report in the CCTS Form if the issue is related to AR
Bonus question:
When is your TLs Birthday?
9 Nov
Bonus question:
When is your QA's birthday?
27 Aug
What are the benefits that we have at the wellness program?
Psicologyst
Nutritionist
Massage
Is a brief summary of the call
Closing
Aux 1
What are the non-negotiables in the QA form
Did not offered credit card payment
Did not offered PAPS
Account Verification
Call avoidance
Rude/Unprofessional behavior
Unwillingness to help
Call back Policy
Web browsing during the call
Proactive credits/Escalation
Lack of documentation
Failing to do a courtesy call when we needed to do one (outbound)
Selfserve option
My TELUS
What are the basic requirements of working from home
No active hints
<2 lates
<2 System issues (Internet & Luz)
What are the KPI requirements of WFH
AHT
ACW
Hold
QA
Completion %
All in target
What are the Aux requirements of WFH
Aux 5 <2 offenses
Aux 2
What are the behavior requirements of WFH
Accept all invites & be on top of calendar
Answer the chat in less than 3 minutes
Camera on in all meetings/coaching/training/1:1
Hour completion