L2 Engagement- Agent Knowledge

Which of these are consider an auto fail for quality during a call?

• Not mentioning survey

• Not asking customer if they are in a safe space to troubleshooting

• Not introducing yourself or purpose of calling

• Not mentioning recorded line

When coming in for the day, what is the first thing we should be checking?

• cases without tasks
• overdue tasks

• tasks for today

• Updated by L3

Rearrange guiding principles in order

• Diviersity

• Relationships

• Results

• Integrity

• Communication

Match the following

Groups:

(a) DO'S

,

(b) Don'ts

• Send trial extension to TRT to "see what we can do"

• Send trial extension on a paid service

• Confirm if they are original owner

• Confirm if they are on a paid or free trial

• Review GCSI for confirmation of RO usage

• Provide trial extension/ credit while issue is still persist

What features can a customer perform on their smart watch?

• Drive alerts

• Check fuel level

• Start vehicle

• Send & Go

What are our key performance measurements?

• Attendance

• Keeping commitments

• Task completion rate

• Setting expectations for customer

• Cases closed per productive hour

*BONUS QUESTION*- How long has the FL location been open?