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