Spot Check - May

True or False: Transfer while on outbound is auto repeat hit.

• TRUE

• FALSE

1. What is the STP? Select all the apply:

• The amount of time taken by new hires to gain the required knowledge and skills to meet performance expectations consistently.

• The number of weeks it takes new hires to hit the goals and sustain a level of consistent proficiency

• The average percentage to goal for the identified metrics using 12-week data set

What is Agent STP Pass Rate?

• The percentage of new hires who meet STP goal over the total count of new hires

• The percentage of new hires not meeting proficiency within 12 weeks over total number of new hires.

• The percentage of new hires who meet the metric goal the first time.

What’s the difference between NHT Survey and PH We Care Survey?

• 1. NHT Survey is conducted to understand the agents’ experience in Training while PH We Care is conducted to understand agent journey in Training and improve retention of agents in Training.

• 1. NHT Survey is conducted to understand agent journey in Training and improve retention of agents in Training while PH We Care is conducted to understand the agents’ experience in Training.

When sending a document (DA, RPFT, Resignation, LOA, etc.) to People Solutions, what is the expected hierarchy of signatures?

• Agent > Immediate Supervisor > Next Level Supervisor > People Solutions Partner

• Immediate Supervisor > Next Level Supervisor > People Solutions Partner > Agent

• Immediate Supervisor > Next Level Supervisor > Agent > People Solutions Partner

• Immediate Supervisor > Agent > Next Level Supervisor > People Solutions Partner

STP stands for _________________________.

1. The following should be considered when checking if a trainee is eligible for reprofile except for:

• 1. Employee’s discontinuance is not due to Misconduct

• 1. Employee has completed ALL pre-employment requirements

• 1. Employee doesn’t have an active Level 1 IR

• 1. Employee hasn’t incurred a Final Written Warning for any of the CODE violations

Answer explanation

Compute the Bi-Weekly Base Pay: (BASIC PAY is based on the actual total worked hours per cut-off)

Game-changer's base pay is 15,000. He worked for full 80 hours for the cut off. How much will he get?

• 5,516.80

• 6,896.55

• 7,500

• 7,96.55

Tech 3C: TRUE OR FALSE. When completing the webform at customer request, asking the customer to provide & spell out the email they want opted out of marketing email and then repeating what the customer said is an acceptable practice.

• TRUE

• FALSE

Answer explanation

New email: Ask customer which email address they want to opt out. Repeat the email address provided by the customer to ensure accuracy.

Reminder: If the customer is opting out of the email address already on file, the customer must confirm the email address to be added prior to it being read back to the customer. See TV: Handling Personal Information.

Frontline Focus May 27 - 31: DIRECTV Technical Care

When will MLB Extra Innings June Special Offer begins?

• June 1

• May 31

• June 3

• June 10