Sent an Enrollment confirmation Email Created a case for someone trying to reach HRSS Approved 5 Employee Life Events Completed 30+ Outbound calls for the Month Caller’s name starts with a “H” like Hannukah Walk someone through an enrollment in PittWorx Closed 20 Cases in One Day Created 10 Salesforce Cases before 10 AM First Call Resolve 100% Average Hold Time Less than 20 seconds Wished someone good luck in classes Helped a Teammate with a call Received no FCR Coachings all Month Help a student submit a life event Sent an Appeal to Leadership Expressed Willingness to Help Offered to call someone back with an answer Processed 5 DocuSign Forms Answer a question in Teams Approved 6 Student Life Events Answer a new hire Question Achieved First call Resolution Got a “Thank you” from someone in your case After-Call Work (ACW) < .05% Wished someone a “Happy Holidays” Achieved Agent Satisfaction of 5.0 Replied to 15 Cases in one day Use the word “Spectacular” on a call Completed a Call with zero Holds Received a Thank You from a caller Submitted 7 Adjustment Sheets Asked: “May I put you on hold” before holding Completed 10 Outbound calls in one week Caller’s name starts with a “C” like Christmas Transferred call to Member Services Achieved a 100% Quality score Helped a Teammate with a case Answered 3 Questions in Teams Transferred call to BMS Congratulated Somone on a call Told Somone you are glad they called Created a Help Ticket Received more than 50 Inbound Calls Sent an Enrollment confirmation Email Created a case for someone trying to reach HRSS Approved 5 Employee Life Events Completed 30+ Outbound calls for the Month Caller’s name starts with a “H” like Hannukah Walk someone through an enrollment in PittWorx Closed 20 Cases in One Day Created 10 Salesforce Cases before 10 AM First Call Resolve 100% Average Hold Time Less than 20 seconds Wished someone good luck in classes Helped a Teammate with a call Received no FCR Coachings all Month Help a student submit a life event Sent an Appeal to Leadership Expressed Willingness to Help Offered to call someone back with an answer Processed 5 DocuSign Forms Answer a question in Teams Approved 6 Student Life Events Answer a new hire Question Achieved First call Resolution Got a “Thank you” from someone in your case After-Call Work (ACW) < .05% Wished someone a “Happy Holidays” Achieved Agent Satisfaction of 5.0 Replied to 15 Cases in one day Use the word “Spectacular” on a call Completed a Call with zero Holds Received a Thank You from a caller Submitted 7 Adjustment Sheets Asked: “May I put you on hold” before holding Completed 10 Outbound calls in one week Caller’s name starts with a “C” like Christmas Transferred call to Member Services Achieved a 100% Quality score Helped a Teammate with a case Answered 3 Questions in Teams Transferred call to BMS Congratulated Somone on a call Told Somone you are glad they called Created a Help Ticket Received more than 50 Inbound Calls
(Print)
Sent an Enrollment confirmation Email
Created a case for someone trying to reach HRSS
Approved 5 Employee Life Events
Completed 30+ Outbound calls for the Month
Caller’s name starts with a “H” like Hannukah
Walk someone through an enrollment in PittWorx
Closed 20 Cases in One Day
Created 10 Salesforce Cases before 10 AM
First Call Resolve 100%
Average Hold Time Less than 20 seconds
Wished someone good luck in classes
Helped a Teammate with a call
Received no FCR Coachings all Month
Help a student submit a life event
Sent an Appeal to Leadership
Expressed Willingness to Help
Offered to call someone back with an answer
Processed 5 DocuSign Forms
Answer a question in Teams
Approved 6 Student Life Events
Answer a new hire Question
Achieved First call Resolution
Got a “Thank you” from someone in your case
After-Call Work (ACW) < .05%
Wished someone a “Happy Holidays”
Achieved Agent Satisfaction of 5.0
Replied to 15 Cases in one day
Use the word “Spectacular” on a call
Completed a Call with zero Holds
Received a Thank You from a caller
Submitted 7 Adjustment Sheets
Asked: “May I put you on hold” before holding
Completed 10 Outbound calls in one week
Caller’s name starts with a “C” like Christmas
Transferred call to Member Services
Achieved a 100% Quality score
Helped a Teammate with a case
Answered 3
Questions in Teams
Transferred call to BMS
Congratulated Somone on a call
Told Somone you are glad they called
Created a Help Ticket
Received more than 50 Inbound Calls
