Podcast
Questions and Answers
What is the expectation regarding meeting deadlines?
What is the expectation regarding meeting deadlines?
- Complete all assigned tasks by the given deadlines (correct)
- Ask for extensions for all tasks
- Ignore deadlines if necessary
- Submit tasks after the deadlines
What should be done if a deadline cannot be met?
What should be done if a deadline cannot be met?
- Blame others for the delay
- Keep silent about the delay
- Communicate promptly with a valid reason and request an extension if necessary (correct)
- Ignore the missed deadline
What is the Zero Inbox Mentality about?
What is the Zero Inbox Mentality about?
- Ignoring the email inbox
- Reading emails once a week
- Responding to emails after a month
- Regularly managing the email inbox to maintain a clear inbox (correct)
What is required after every meeting as per the text?
What is required after every meeting as per the text?
What is expected regarding team morale boosting?
What is expected regarding team morale boosting?
What should team members embody in every aspect of work according to the text?
What should team members embody in every aspect of work according to the text?
What is the individual responsibility for managing inbound calls?
What is the individual responsibility for managing inbound calls?
What is the requirement for talk time for each agent?
What is the requirement for talk time for each agent?
What should specialists handle in relation to incoming client calls?
What should specialists handle in relation to incoming client calls?
How should team members manage their individual queue/tasks if the tickets are past due?
How should team members manage their individual queue/tasks if the tickets are past due?
What is the procedure for updating due dates when making changes to an existing ticket?
What is the procedure for updating due dates when making changes to an existing ticket?
What is the requirement regarding contact attempts for all tickets?
What is the requirement regarding contact attempts for all tickets?
What should specialists do with SOL templates and warning cancellation emails?
What should specialists do with SOL templates and warning cancellation emails?
What should specialists do if they need to go on off duty?
What should specialists do if they need to go on off duty?
What should specialists do with ticket queues?
What should specialists do with ticket queues?
How should specialists handle notes after every interaction with a client?
How should specialists handle notes after every interaction with a client?
Study Notes
Meeting Deadlines
- Meet deadlines as expected, if unable to meet, notify the team and provide a revised deadline
- Communicate proactively if a deadline cannot be met
Zero Inbox Mentality
- Manage inbox by keeping it empty, handling and responding to all emails and notifications in a timely manner
Post-Meeting Requirements
- Send a summary of the meeting to all attendees and stakeholders
Team Morale
- Boost team morale by recognizing and appreciating team members' efforts and contributions
Work Ethic
- Embody a proactive, solution-focused, and customer-centric approach in every aspect of work
Inbound Calls
- Individual responsibility for managing inbound calls, ensure timely responses to client calls
Talk Time
- Minimum of 80% talk time for each agent, ensure efficient and effective communication with clients
Specialist Responsibilities
- Handle incoming client calls, respond to client queries, and provide timely solutions
Ticket Management
- Manage individual queues and tasks, prioritize and address past-due tickets promptly
Updating Due Dates
- Update due dates when making changes to an existing ticket, ensure accuracy and timeliness
Contact Attempts
- Make a minimum of three contact attempts for all tickets, ensure consistent and proactive communication
SOL Templates and Warning Cancellation Emails
- Use SOL templates and warning cancellation emails effectively to manage client communications and expectations
Off-Duty Procedure
- Notify the team and update the status when going on off-duty, ensure seamless transition of tasks
Ticket Queue Management
- Manage ticket queues efficiently, prioritize and address tickets in a timely manner
Note-Taking
- Take detailed notes after every interaction with a client, ensure accuracy and consistency in communication
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Description
Test your time management and communication skills with this quiz. Evaluate your ability to meet deadlines, communicate effectively in case of delays, maintain a zero inbox mentality, and submit meeting recaps.
