AW Statuses
What status are you placed on AW when you log in?
Offline.
How do you know if a caller is verified?
The account will create a green check next to the phone icon and say Verified.
What is our mission statement?
Change how the world works.
True or False
You do not need to call the attendance line if you have to log off while working with IT?
False
What is our Ready % expectation?
90% or higher.
What 3 statuses are a ready status?
Available, On a Call, Video Call
What 3 pieces of information can be verified for recurrent callers?
name, phone number and email
Where and what year was the company established?
The company was established in a Portland, Oregon apartment garage in 1994.
What is the allotted time frame to call the attendance line if it is going to affect your shift?
15 minutes as of the shift start time
Name 1 of the minimum hours expectations.
The requirements are as follows:
Part-Time Client Experience Associate - 24
Client Experience Associate - 32
CEA Assistant Lead - 32
Dedicated Accounts - 40
This hour requirement will be evaluated on a rolling 8 week average.
*exceptions apply
Name 3 statuses out of several that are a Non Ready Status.
Email, Meeting, Personal, Project, System, Training, ACW
How do you pull up the message history for a verified caller?
You click on the number that indicates how many times they have called.
How many hours of volunteer time do we want to log in 2019?
In 2019, one of our goals is to have 7,500 hours of volunteer time.
What happens if you do not call the attendance line?
If you fail to call the attendance line for an early departure, late arrival or absence you will receive a Red Flag absence and you will accumulate twice the normal attendance points.
What do you need to do, to be eligible for a tier bump?
Work 5 hours each weekend and 5 hours on all Mondays during the scorecard period
After how many minutes on System Issues should you call the attendance line?
5 minutes
What do you do if the verified information does not match the information on file?
Continue with our previous expectations and verify the required information.
Name the 8 states and 3 countries where we currently have coworkers.
States
1. Oregon
2. Idaho
3. Texas
4. North Carolina
5. Utah
6. Montana
7. Florida
8. Virginia
Countries
1. United States
2. India
3. United Kingdom
True or False
Attendance points are counted for your annual review.
True
After how long do you report that your shift ran longer than scheduled (late end shifts) in the ops chat?
After 10 minutes
You only need to post them in the OPS chat IF you are more than 10 minutes over and will be coming back to your next shift late as a result of ending late.
You do not need to report EOS's under 10 minutes over in the OPS chat.
What status requires HR approval only?
HR Unpaid.
What is the goal of the verified caller feature?
To add a sense of familiarity and a personal touch.
Name 1 of the 3 company organizational goals.
1. People: We want the average tenure of an employee to reach 3 years by the end of 2019.
2. Profit: We want the average monthly revenue for all of our answering service brands to reach $3,250,000/mo. by the end of 2019.
3. Planet: We want the volunteer hours of employees to total 7,500 hours for 2019. On Jan 1 to start accruing paid volunteer hours.
Name 1 of the attendance standards.
(hint: points/late arrivals)
No more than 16 points in one month
No more than 1 late arrival in a month
No more than 48 points in a 6 month period
What 5 stats affect your tier placement?
1. Ready / 30%
2. ACW /30%
3. QA / 30%
4. Attendance / 8% / 2% Late Arrivals
5. Join Success Grade / Deduction for a Join Success grade below an A 95% - 100%
All of these stats are calculated to create a key score.