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WorksheetsTotal Experience 2022
Total questions: 15
Worksheet time: 10mins
What are the areas in East Region? Select all that apply.
Charleston
Richmond
Mission
Oakland
Chattanooga
What area/s are we supporting?
Mission
New York
California
Carolina
Oakland
What are the focus behaviors on our site?
Probing Questions
Signature response
Tools utilization
CWC: Collect BIF & Assume payment
Strong Recap with Personal Guarantee
What are the customer's attribute that we are checking on market insight?
3+ Caller
Due Date
BAN Tenure
Delinquency
Autopay
What are the low hanging fruits that we discussed on the Resolution Everyday training that we had?
Invalid Hold
ACOA
Outbound Calls
Trouble Tickets
QR
On the Be the Solution training, what are the behaviors need to display on 4Fomula1?
Active Listening
Engagement
Own the call
Probing Question
Visual Audit
How many percent do we have on experts not attempting to collect?
27%
73%
37%
50%
What are the controllable factors that we need to check to manage our CRT?
Outbound
Hold
ACW
Talk Time
Aux
What are the engagement activities that you have on site?
Raffle
Breakfast of the Champions
Theme Day
Rewards & Recognitions
Traindahan
As a leader, how will you handle attrition?
SOM Intervention
Red Zone Tracker
OM Intervention
Save attempt
All of these
What are the action plans for our Revenue?
NBA Utilization
0 ALL
NBA Hit or Miss
NBA Rally
All of these
On total experience, What KPI are we targeting when we talk about Resolution?
CRT
FCR
Providing complete advisements
NPS
UP
On total experience, What KPI are we targeting when we talk about Stay Connected?
Service
Making the customer happy
DDC
UP
Lessening the effort
On total experience, What KPI are we targeting when we talk about Efficiency?
Number of calls
HOLD
CRT
UP
Call Duration
On total experience, when we talk about Customer experience we are targeting NPS.
TRUE
FALSE
