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