Acronyms
USCB
What is United States Census Bureau?
Program related training sessions facilitated live with a trainer in a physical classroom.
What is Classroom Training?
This is required before taking a CSR off the phones.
What is Prior Authorization?
Discussing failed call reviews.
What is Critical Coaching?
Documents absence events (full shift or partial) when proper notification is not provided
What is No Call No Show (NCNS)?
WFO
What is Workforce Optimization
Designates time upon return from a qualifying absence for CSR to complete any content that must be reviewed prior to taking calls.
What is Return to Work Training?
Exception requests must be greater than this or requests will be denied.
What is greater than 5 minutes?
Key Performance Indicator (KPI) coaching or recurring weekly session.
What is Coaching?
Documents absence events (full shift or partial) when proper notification is provided.
What is Unplanned Leave?
CQA
What is Census Questionnaire Assistance?
This is the only Training exception that does not need to be requested by the training department.
What is Return to Work Training?
This is how long WFO has to process exception requests except when requested during the last hour of the day.
What is two (2) hours?
Discussing 100% score call reviews with Lead CSR.
What is Peer Review?
Documents absence events that have been approved based on site-specific Government Leave policies. Includes but not limited to Military Leave or Jury Duty.
What is Government?
PIN
What is Pearl Interactive Network?
Non-program related training sessions delivered outside the enclave in employer training platforms.
What is Administrative Training?
These individuals are restricted from requesting any exception type except for technical issues.
Who are Lead CSRs?
Conducting call listening with another CSR, a Lead CSR, or CC Supervisor.
What is Side by Side?
Documents unpaid time off requests that were accepted by a CSR.
What is VTO?
KPI
What is Key Performance Indicator?
Program-related training sessions delivered as self-paced content or virtual classroom sessions
What is Adobe Training?
These three (3) exception types are exempt from the prior authorization requirements.
What are Critical Coaching, Technical Issues & Outages?
These individuals will review Critical Coaching exception usage on a weekly basis.
Who are CC Managers / Operation Managers?
Documents requested time off that has been approved.
What is CQA Leave?