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