16 Questions
What is the expectation regarding meeting deadlines?
Complete all assigned tasks by the given deadlines
What should be done if a deadline cannot be met?
Communicate promptly with a valid reason and request an extension if necessary
What is the Zero Inbox Mentality about?
Regularly managing the email inbox to maintain a clear inbox
What is required after every meeting as per the text?
Send a concise meeting recap to specific individuals within 24 hours
What is expected regarding team morale boosting?
Actively contribute to a positive work environment by recognizing and celebrating achievements
What should team members embody in every aspect of work according to the text?
Embrace and embody the company's values, demonstrating commitment to the company's mission
What is the individual responsibility for managing inbound calls?
To monitor the DialPad dashboard and accept incoming calls
What is the requirement for talk time for each agent?
Four hours of talk time or equivalent dials to total tickets in the queue by EOD
What should specialists handle in relation to incoming client calls?
Handle incoming client calls if they have the capability and capacity to do so
How should team members manage their individual queue/tasks if the tickets are past due?
Communicate with their supervisor before the end of that business day
What is the procedure for updating due dates when making changes to an existing ticket?
The date should reflect the changes made as well as the notes left inside the ticket
What is the requirement regarding contact attempts for all tickets?
All tickets should be attempted at least 3 times prior to notifying Client Support Management and/or solving
What should specialists do with SOL templates and warning cancellation emails?
Upload them as an attachment to the client’s program
What should specialists do if they need to go on off duty?
Use statuses in Dialpad appropriately
What should specialists do with ticket queues?
Complete these queues daily
How should specialists handle notes after every interaction with a client?
Notes MUST be left 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
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.
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