User:Jamie918

Classroom Rules

1)cell phones off. 2)respect peers. 3)Computers off when instructed. 4)Participation, pay attention. 5)No internet browsing, 6)No messaging programs. 7)No downloading. 8)No inapropriate materials. 9)do not change desKtop wall paper. 10)Respect equipment. 11)no games. 12)2hour breaks, 15 mins, be prompt and back before hand. 13)Lunch and dinner, 30 minute breaks. 14)quizes, 1 quiz per class, 90% or above to pass and graduate to the floor. 15)quizes are open resource but you can not use your co-worker 16)post test, reflect on questions in quizes, what did we learn etc. 17)be prompt take notes, what did we learn today? 80% is what we learned. 18)use notes and resources and you will pass. 19)do not rush, take your time. 20)final exam 30mins. 21)never share user names or passwords. 22)never let someone use your badge. 23)Tardies and absences arnt acceptable. 24)attendance, missing a single day is subject to termination. 25)inapropriate behavior 26)lack of classroom of participation, pay attention. 27)commnication is a must 28)come to work everyday with a positive attitude. 29)50% self tought 50 %self information 30)knwoledge and understanding concepts. 31)No opened toed shoes, slogans or logos. 32)matching memebers to quota, upgrades. 33)no flash drives personal devices allowed. 34)clean up after yourself and leave station how it was when you arrived. 35)pace is big in europe

Notes: metrics is money,pace values integrity. Agent: roll-offers many services, macafee security sweep, broadband dsl, srp block, web hosting, ip t.v.etc At&T owns direct tv high speed internet and voice, tripple play of service, sivoy which is carrier over voice ip Job duties: interact with customers, wether calm or irate, identify each customers experience level and adjust accordingly. we will be dealing with 3rd parties to help the customers interacting with the customer,

Goals of customer satisfaction, Ressolve issues, absorb information. continue to grow and learn the product to evaluate a problem a customer has. apply value an ressolve customre issue with a confident calm approach tac riff survey, a survey conducted by the customer after service from and agent. determines good customer service and is in review of your manager. metrics: handle time, 13 minutes max to ressolve a customers issue. aqs agent quality scoring, metric scoring:aqs accurate quality scoring create a case for every call, case to call helps, no case no survey which can effect your quality ratio ghost calls, someone calls in with no record, cant hear them etc fix customers situation completely, call backs for same issues can be critical to quality

non quLITY DISPATCH TACK RIFF, METRIC 95% l