Home office Requirements
Type of internet required
What is hardwired internet?
The time used to wrap up the call once the caller is no longer on the phone.
What is after call work (ACW)?
The silent time between the agent and customer
What is dead air
Intentionally hang up on customer, answer/hang up, or not answer an incoming call. (Don't)
What is call avoidance
Turn on computer, log into payroll system, launch required tools.
What is boot up time?
Type of headset required to participate in training and answer incoming calls
What is a USB headset?
The time used to research or locate information to assist the caller, but not talking with the customer.
What is hold time?
Confirm resolution, ensure customer has no other issues, thank customer for calling
What is the closing script?
Follow schedule for breaks, lunches, arrival, departure time (Do)
What is schedule adherence?
Launch phone system, select log in.
What is 5up/5down mps?
The time the calls starts to the time the call ends, including after call work and hold time.
What is Average Handle Time (AHT)?
Provide your name, thank customer for calling, how can you assist customer
Ask questions in chat pods to guide you to an unknown answer (Do)
What is agent support?
Remove paper, pens, and cell phone from workspace.
What is clean desk policy?
The desk, office area, computer, monitor, no children, no pets.
What is a quality review?
Helpful, enthusiastic, nice tone, make a connection with customer, assist the customer, resolve their issue.
Child running around, Loud TV/Radio, Walking away from desk (Don't)
What are home office requirements?
What is downtime or what are things to do between calls?
Satellite internet, Magic Jack, WiFi through cell phone company
What are non-approved internet service providers?
What is a customer satisfaction rating (CSAT?)
Angry, upset, frustrated customer. Listening, confirming the issue, showing empathy, working the issue to resolution to satisfy customer. Happy customer.
What is defusing a customer?
Interact with teammates, have fun, connect and make new friends, strive to meet goals together (Do)
What is teamwork or what is a working family?
Drink, snacks, walk to office space, begin the day.
what is "drive" to work in the virtual world?