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