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I took a customer compliment for Parisa and wanted to share it with everyone.
The customer James Crane stated that Parisa was excellent and helped him out much more than Samsung or Netflix, whom he had been speaking with all day. She was very kind and worked patiently with him, despite his “lack of technical knowledge.”
Great Job Parisa! Keep up the good work.
Staffmark is working on gathering up some additional candidates and thought this may be a good time to reach out to their current staff for possible referrals and remind them of the referral program.
They offer a $25 referral bonus upon a successful hire. A successful hire would be where the referral is selected as well as completes 70 working hours.
If you have friends with decent work ethic, then by all means, refer them to Staffmark.
We have been seeing numerous instances, through QA, customer complaints and overall investigations, that there are many people not making tickets for their calls. YOU MUST MAKE A TICKET FOR EVERY CALL. There few cases where you will not make a ticket (no guest support locations for example). If you happen to lose a ticket due to Tengo Admin issues or something of that nature, you should still have your notes, if you are using CAT like you should be and can re-enter the ticket when it recovers.
If we pull a call for QA and there is no ticket, you are more than likely going to fail the QA and depending on the situation (escalations, complaints, etc…) possibly worse. Other than the personal consequences, if the customer calls back in, then the rep that talks to them has no record of what has been done already and that makes more work for everyone, as well as frustrates the customer. This is very important and we need to make sure the ticket/call count and the information in the ticket is complete and accurate.
The Chi’Lantro BBQ food truck will be parked in the Stonehollow project on Thursday, January 9th, offering lunch to walk-up patrons from 11:15 a.m. – 2:00 p.m.
We are in need of additional coverage for this Friday, Saturday, and Sunday. If you are interested in working OT, email cwleads@cwxtx.com with your availability.
We are moving to a dedicated queue schedule 01/06/2014. While you will be assigned a primary set of queues, be ready to assist the other queues when needed.
The new schedule goes into effect 01/06/2014.
**TeachScape Agents Disregard**
OverTime is available for 01/03-01/5. Please email cwleads@cwxtx.com with your availability.
I am seeing quite a few tickets, Tengo especially, where agents are not using the templates or leaving off pertinent information. I cannot stress enough how important it is to use the templates on calls. Not using the templates creates bad tickets, confuses the L2s as to what the actual issue is, and overall it looks very unprofessional. You were trained to fill out the templates for every call, so please continue to do so.
PS: Many agents are also not logging out of queues for breaks/end of shift. Make sure that you log out if you are not intending to take phone calls.
I have noticed that some people are not cleaning food and beverage trash off their desks before the end of their shift. I came in to a swarm of gnats this morning on a desk. If you do not want to have food and beverage privileges taken away, then please make sure you are cleanly and respectful of the workplace. No one likes to work with bugs flying around them.
PS: The drain on the water fountain is for water only.
Wanda Parsons at Brownsville Winter Haven wanted to compliment Crystal Mabary on her outstanding service. She stated that Crystal was very patient and walked her through the entire process despite her “old fumbling fingers”. She says that she was “absolutely excellent, an asset to the company and deserves a bonus.” She would also like to wish everyone here a Happy New Year!
Way to go Crystal! That is the proper way to represent our clients.