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