Hey Team! We have a couple of reminders, updates and celebrations to get through!
Knowledgebase Updates
Keep watch on the latest updates section of each knowledgebase page. This will help remind you of any updates and changes to scripting or processes. For example:
Bublr Bikes Update
To help cover the costs of maintaining and managing increased bike usage, the per cost minute will raise to $0.35 per minute on the weekends. This rate will also go up more during certain events; this is documented in Bcycle CARE both under:
Tengo Update
For those of you who support Tengo, don’t forget to keep reviewing the Scope Flow breakdown on the Tengo CARE page. It not only reminds you of what we do NOT do, but also shows you the list of steps you CAN do for Slow Speeds, Caller Complaints, Connectivity Troubleshooting and Intermittent Connectivity issues.
Relias
For those who support Relias, you’re handling the volume wonderfully! Just remember to keep reviewing that Cheat Sheet so that you can remember things like:
- ALL calls from Madigan get deferred back to Madigan‘s Liaison, even password reset requests.
- ALL Inactive Account calls from Walter Reed get escalated on the Relias form
- (and so on)
CTS / Nielsen
We now have the ability to check on the status of phone replacement orders! Steps and images on how to do this will be coming soon to a CARE near you!
Birthdays and Anniversaries
For May, 2024, we’d like to announce:
Oscar Sanchez hit his one year anniversary on May 19th! He was truly a great addition to the Silvercar / Audi on Demand team and has been doing amazing work since!
Although Robert Pfannstiel also hit his 1 year anniversary on May 8th, he’s actually been around a lot longer than that! Ask him to tell you some stories!
Speaking of stories, take some time to wish Robert Pfannstiel a very happy birthday! I hope he enjoyed his May 13th! It was a Monday!
Mr. Enzo had his own birthday on May 7th. Happy Birthday Enzo! We hope you had a good one!
Recognition
With that, we would now like to announce some agents whom we wish to recognize for April 2024.
Oscar Sanchez was flying solo, handling what little came his way. … Suddenly, without warning, someone somewhere hit a button on their keyboard. A marketing email went out, and a sudden influx of volume came in. Oscar buckled down and got to it, taking out one after the other. Though it was her day off, Jennifer Perez answered the call and hopped in the pilot seat. These two aces rocked that day, and is but merely one example of how these two have been going above and beyond to handle what’s needed!
Caryn Corley was once part of the Troomi team. She’s not only from the original team, but she was kept on for so long because of how awesome she was. When she was rehired back and assigned to the shared queue, Caryn brought her skills with her. Not only are her ticket notes above and beyond what is minimally needed with extra context and detail, but has been vocally pivotal in the refinement of our documented processes and procedures. Not only that, but she is constantly asking questions about the processes and the knowledgebase which, in turn, has helped us refine wording, processes and documentation. Thank you for helping us make a better flow for you guys!
Oscar, Jennifer, and Caryn will each get a $75 gift card emailed to their work address soon! Thank you all for your continued contributions!
Coming Soon
Streaming
Next week, we’ll get back to some streaming. … We’ll do some memorial day related movies on Monday, and on Thursday, I’ll put on Comedians in Cars having Coffee followed by Carpool Karaoke.
Games
Since next month is June, we’re going to theme it, “June-O The Answer”? Not only will we have the Ken Quizzes, but we’ll also have something special! More info coming soon!
