Is the only account in West Division to have up to the box fiber.

This meeting is led by the ACM every day at the same time and place. It consists on a brief meeting that the ACM chairs to include all Supervisors to review results and establish priorities for the day and a special topic of education for the day.

Excepción que se utiliza exclusivamente para reducir Surplus.

“listen! Learn! Act! Boom!”

Prepare, Agenda, Interaction, Reach and agreement

enhances the agent and customer experience when transferring a call from one department to another and among divisions.

A method of directing, instructing and training a person or group of people, with the aim to achieve some goal or develop specific skills.

Porcentaje de intervalos en un periodo de tiempo que tuvo una línea con un mínimo de 92% de la gente requerida

Sesion que sucede cada 2 semanas para revisar lo referente con la satisfaccion del empleado

deadline to coach a monitor from the time it was created

You set up a regular tech appointment, he reports to home office, the USA alert survey is sent, a Comcast contractor supply’s a bid, a final appoint is set for replacement.

Tool to plan the Supervisor’s day: Agents & their challenges are prioritized throughout each hour of the day (the daily KPI + AFT and any ACM direction are the inputs to setting up the daily Game plan)

Dura 12 semanas y debe tener autorización de el AM de la campaña

Encuesta aleatoria en la que se califica la experiencia del cliente con la compañia

Specific, Measureable, Attainable, Realistic/Relevant, Time Bound

was created for single units cable service in retirement homes, hospitals, hotels, and it was build to remain fix in its place

80% of the supervisor’s time for operations on floor activities like: Monitoring, coaching and developing their agents. No more than 20% of the supervisor’s time for administration activities.

Departamento que se encarga optimizar los recursos a largo plazo eso incluye generaciones, ratios operativos, vacaciones, salas de entrenamiento, etc.

llamadas que hayan pedido un callback, detractores con verbatim, promotores con verbatim.

Empathy/Rapport, Take Responsibility, Acknowledge Caller’s issue, Probing and check-back questions, Complete and correct resolution, Explanation and resolution according to customer’s profile, Make clear next steps, additional assistance, positive connotations and word-choice, Confident and professional tone

was created as a one for all unit cable service, for retirement homes, hospitals, hotels, apartment buildings

It was designed to aid Supervisors to check their areas during and before they leave for the day by answering a series of questions related to “Clean Desk” and to give an overall picture of their shift with attendance details of their team and any comments highlighting specific events.

máximo de FW que puede tener un agente consecutivamente

“Alpha is the place where we create opportunities for people to grow and reach their full potential.
As a TEAM we are determined to go above and beyond to provide the best customer & employee experience.
In Alpha, we are proud to be part of the culture that evolves the way we do business.”

Understood quickly, Genuinely cared, Clear Explanation, Rep Knowledge, Rep Sat – How satisfied are you with last rep you spoke