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