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