Our Team's May Results (PT1)
what was our adherence last month? 87% 88% or 89%
89%
in May, we had a 99.5% ERAC W/T rate - did we miss 1, 2 or 3 opportunities?
just 1 :-)
did we achieve our CE accuracy aim of 88% last week? YES or NO
YES! we absolutely did :-) it was a RECORD BREAKING (FOR US) 90% !!!
Holly Cook LOVES admin - true or false?
it's true :-) she can't get enough of it...
share an AHT tip... if you get one of them you will be awarded the prize.
controlling the conversation
combining questions
ask for the location as one of the first things
making notes of what customers tell you so you don't have to ask later
was our team's AHT less than 18:30 or more last month?
unfortunately it was more however, only 3 seconds (18:33!)
in May, we secured a 97.9% NWC - this placed us in 3rd position, alongside which other team? Patrick's (formerly Emma) Max's or Sophie's?
Patrick's Team
we came in short of MLEI last week - true or false?
true, albeit, upon review of the raw data, we found that 3 claims were in fact converted/later closed and this is why the % dropped... the end of week result was 92.3% (but I am personally 100% confident we'll comfortably surpass the 95% target again this month!)
3 team members have been on holiday in the past month... true or false?
TRUE! Holly Cook, ABJ and Jack Halls (you lucky people!!!) :-)
name a recent (ish) CE process implemented to help us make the right decision
steerage flags
our wrap/hold last month was less than 20% (true or false?)
true! well done guys :-)
we've had 4 weeks of above 88% CE accuracy - true or false?
ABSOLUTELY TRUE!!! we're on a roll guys so let's do all we can to keep it up!
our AHT was amber last week - true or false?
FALSE! we were comfortably in the green with an AHT of 17:39 :-) BOOM!
one of my sausage dogs is called Simon - true or false?
TRUE! :-)
which version of the SOP are we on?
27
in May, we achieved an awesome FCR of? 87.4% 85% or 90%
87.4% which was incredible!
in May, our CE accuracy was the highest we've seen it all year... true or false?
100% TRUE! we've surpassed last month's by 4.7% delivering a closer to target than ever 86.8% :-) amazingly done gang!
last week's FCR was? 86% 87% or 88%
86% which was GREAT!
including me - how many of your colleagues live in the North West?
4
what should you do, if you were closing a non-fault claim down as "notification only" (we've spoken about this a lot lately!)
warm transfer to the customer choice team!
in May, we were the 2nd best team for TPD; true or false?
FALSE! we were THE.BEST.PERFORMING.TEAM with a whopping 88.2% and the best for 2 months running! you guys ROCKED!
if the LEI KPI is 60% - how much did we surpass this by in May? 17.3% 20% or 25%
17.3%
we were the only team not in the green for TPD (MTD) for June so far, upon first review at the start of the day- true or false?
true ;-( but we started slow in May also and look what we achieved!
Alexander Fontaine has guinea pigs in the house - true or false?
FALSE - he's all about the rabbits that man!
name the 3 most important things we should do (we've spoken about this a lot lately!) when we have limited TPD information.
express the importance of capturing this info
use the contact number check chat
give the email address so customers can send this in (if obtainable)