CCOT Week 1 - Review

What is this image about?

• CERT Description

• CIRT Development

• CCOT Timeline

• FCR Structure

What does CERT stand for?

• Complaints External Resolution Team

• Complaints External Response Team

• Complaints External Righ-away Team

• Cash External Response Team

What does CIRT stand for?

• Cash Internal Responsible Team

• Complaint Internal Responsibility Team

• Cash Internal Real Team

• Complaints Internal Response Team

External complaints: Customers reaching us Outside our main channels (Chat, voice,social media)

• True
• False

Internal Complaints: Customers reaching us by using our channels

• True
• False

Who is currently our CCOT - Channel Lead?

• Jarod Siefker

• Amber Kinsella

• Amanda Florez

• Melody Veenstra

CCOT Culture! What are 2 elements of the CCOT Culture?

• Integrity and Value

• Transparency and Honesty

• Commitment to stand out!

• Open Minded and Student Mentality

Is this one of our principles? Accountability matters more than mistakes?

• True
• False

What is the retorical triangle?

• You, me and them

• Speaker, Writer and Audience

• Message, Audience and Listener

• Speaker, Audience and Message

CCOT Specialists will be investigating, documenting, and formally responding to customer inquiries. 

• True
• False