Leads Calibration

JIRA comments and QT added?

• Yes

• Close

• Missed

• N/A

Answer explanation

The customer reached out originally because they wanted to start a dispute but then they received the message in-app that the dispute had been submitted and to allow 10 business days for follow-up on the dispute. The customer wanted to confirm they had in fact correctly submitted the dispute. The advocate should have verified the customer's PII and pulled up their account to verify this and tagged the appropriate QT of US: Cash App {Dispute Update - Pushback In-app}.

Complaint?

• Yes

• Close

• Missed

• N/A

Post notes?

• Yes

• Close

• Miss

• N/A

Answer explanation

The advocate did not leave complete notes about what the customer stated during the call. The customer stated they purchase a $20 gift card which was supposed to work for certain restaurants but the gift card did not work. We also did not note that the customer asked us to confirm that the dispute was successfully submitted (1:16).

Asked appropriate questions?

• Yes

• close

• Miss

• N/A

Used resources to drive appropriate resolution?

• Yes

• Close

• Miss

• N/A

Answer explanation

The advocate failed to identify the Voice PII workflow to verify the customer and pull up the account. The advocate also failed to identify the need to follow the dispute update workflow to confirm the dispute had in fact been received/submitted/

Followed workflow and actions?

• Yes

• Close

• Miss

• N/A

Answer explanation

Since the advocate did not follow the proper actions in the WF we needed to mark this as miss too.

Accurate account details?

• Yes

• close

• miss

• N/A

Accurate terminology?

• Yes

• Close

• miss

• N/A

Accurate expectations?

• Yes

• Close

• miss

• N/A

Answer explanation

While the advocate correctly advised the customer it will take up to 10 business days to receive an initial response they failed to advise the dispute process can take up to 45 days as outlined in the US: Cash App {Dispute Update - Pushback In-app} QT.

Complete explanation?

• Yes

• Close

• Miss

• N/A