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Yobani > Care Score > Flashcards

Care Score Flashcards

1
Q

ALEX

A

Advanced Learning Exchange

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2
Q

The Task, The Handshake, Activities and Task Tools, Questionnaire and Report Out are all elements of this?

A

ALEX

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3
Q

You and your supervisor agree on the level of support you need, as well as when and how you’ll conduct your Report Out

A

The Handshake

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4
Q

Activities and worksheets designed to help you complete the module

A

Activities and Task Tools

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5
Q

A series of questions you’ll complete that relate to what you experienced, observed, and learned during activities.

A

Questionnaire

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6
Q

You’ll share what you’ve learned with your supervisor and team

A

Report Out

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7
Q

The percentage of time that call agents actually spend handling incoming calls or in after-call work

A

Occupancy

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8
Q

The total time an agent is available for call work divided by the time they are scheduled to work

A

Adherence

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9
Q

SME

A

Subject Matter Expert

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10
Q

FCR

A

First Call Resolution

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11
Q

WOA

A

Work Order Accuracy

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12
Q

KPI

A

Key Performance Indicator

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13
Q

ACW

A

After Call Work

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14
Q

AHT

A

Average Handle Time

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15
Q

These are set annually based on a 5-year “look back” at performance results and projected business needs

A

Goal Setting

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16
Q

Also known as Average Speed to Answer (ASA)

A

Service Level Goal

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17
Q

What term describes the percentage of callers who hang up before reaching an agent

A

Abandon Rate

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18
Q

After Call Work or Hold Time

A

ACW/HOLD

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19
Q

This is measured by taking the total time a call center agent is available and dividing it by the time they are scheduled to work.

A

Schedule Adherence

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20
Q

The amount of off-phone time. For example, anything you would code as AUX (breaks, team meetings, coaching, prep time, etc.)or absenteeism, whether planned or unplanned.

A

Shrinkage

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21
Q

Total adjustment dollars divided by the total number of calls

A

Credits per call

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22
Q

Applicable for Repair, Bulk/MDU and Onboarding/Nirvana/Priority only

A

Repair ITGs

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23
Q

Goal Setting, Service Level Goal, Abandon Rate, ACW/Hold, Adherence, Shrinkage, Credits per call and Repair ITGs

A

Call Center Metrics

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24
Q

What is measured using NPS, a simple, easily understandable score that is calculated based on a customer’s likelihood to recommend our products and services to others

A

Customer Satisfaction

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25
Q

What includes the following measures: Adherence, Average Handle Time and Call Transfer Rate

A

Operational Efficiency

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26
Q

The revenue contribution of a call center can be directly measured by its total sales

A

Business Value

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27
Q

Companies that invest in employee training and allow for career advancement have lower turnover, more satisfied employees and more satisfied customers

A

Employee Management

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28
Q

Call center agents can control, and should be accountable for, adherence. Occupancy is a function of a call volume and is the responsibility of call center management to predict based on trends

A

Adherence vs. Compliance.

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29
Q

This is the name for the 10 steps Comcast has developed to transform how we approach working with our customers

A

The Customer Experience Action Plan

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30
Q

We are completely redefining what an excellent customer experience looks like including looking at everything through a customer lens and make changes both big and small.

A

Never Being Satisfied with Good Enough

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31
Q

All of our employees will participate in additional customer experience training every year. We’re also developing better technology and tools.

A

Investing in Training, Tools, and Technology

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32
Q

We’re growing our team so we can deliver an excellent customer experience.

A

Hiring More People… Thousands of People

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33
Q

Our customers’ time is valuable, and we will not waste it.

A

Being on Time, Every Time

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34
Q

If something goes wrong, we need to fix it the first time, every time. We are enhancing tools like our Home Integrity Check

A

Get it Right the First Time

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35
Q

Transparency is crucial. We are simplifying our pricing, completely redesigning our bills to make them simpler and clearer and introducing digital receipts for customers.

A

Keeping Bills Simple and Transparent

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36
Q

Customers should interact with us however and whenever they want. This includes trialing a new feature called Technician Tracker

A

Service on Demand

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37
Q

We are reassessing all of our policies and fees and getting rid of ones that customers find particularly frustrating.

A

Re-imagining the Retail Experience

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38
Q

We are measuring ourselves differently with an updated Customer Experience Scorecard and a Net Promoter Score for leaders that measures our performance based on customer satisfaction.

A

Keeping Score

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39
Q

What is Comcast’s best product?

A

The Customer Experience

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40
Q

Customer pillar: ‘C’

A

Customer Viewpoint

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41
Q

Customer pillar: ‘A’

A

Automated Support

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42
Q

Customer pillar: ‘R’

A

Reliability

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43
Q

Customer pillar: ‘E’

A

Employee Empowerment

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44
Q

Customer pillar: ‘S’

A

Simplification

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45
Q

Provide a welcome kit, Demonstrate navigation of the on-screen guide, Explain how Xfinity on Demand and Xfinity Stream work

A

Rule of three for Xfinity TV

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46
Q

Ask the customer to create an xfinity.net e-mail, Take the customer through the online welcome site, demonstrate my.xfinity.com benefits

A

Rule of three for Xfinity Internet

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47
Q

Confirm customer new phone number, Demonstrate voice mail and deliver comcast welcome kit, Discuss benefits of Xfinity voice center

A

Rule of three for Xfinity Voice

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48
Q

What is the sections on the main page of work day

A

Awaiting your action, view apps, timely suggestions, announcements,recommended for you

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49
Q

What icon do you click on to view your inbox in workday?

A

Email envelope icon

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50
Q

What are the 2 sections in your inbox in workday?

A

action and archive

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51
Q

What is the bell icon in workday

A

notifications

52
Q

When you click on the person icon in workday what sections come up?

A

home, my account, favorites, my reports, help

53
Q

Where do you go to do time entry in workday?

A

click 3 lines on the left, then click pay, then time management

54
Q

Where in workday do you see how much vacation time you have left

A

My time off balance

55
Q

Under the learning section in workday what are the 4 main tab sections

A

Learning home, my learning, discover and links

56
Q

What year was workday launched?

A

2021

57
Q

What systems did workday replace?

A

employee self services, my learning

58
Q

How many apps can you display in your menu in Workday at once

A

20

59
Q

Replaced the existing “Quick Access” menu. Used to manage your preferred Workday apps and access your shortcuts.

A

Sidebar Menu

60
Q

Your new shortcut to see all applications available to you in Workday.

A

“View all Apps” link

61
Q

Highlights important action items and due dates from your Workday inbox

A

“Awaiting Your Action”

62
Q

Workday: Features time-sensitive content such as when learning is due or it’s time to update your information.

A

“Timely Suggestions”

63
Q

Workday: Promotes experiences and Worday related alerts such as new career opportunities.

A

“Recommended for You”

64
Q

Workday: Features upcoming work anniversaries and other information related to your team.

A

“Your Team”

65
Q

This system encourages our employees, managers and supervisors to own every interaction with the customer and to consider everything from the customer’s point of view.

A

Net Promoter System

66
Q

This single question allows us to track promoters and detractors and measures how our customers feel about their overall experience with us.

A

“How likely are you to recommend XFINITY from Comcast to friends and family?” or Net Promoter Question

67
Q

This single question allows us to track promoters and detractors and measures how our customers feel about their overall experience with Comcast Business.

A

“How likely are you to recommend Comcast Business to colleagues or others? or Net Promoter Question.

68
Q

A simple, easily understandable score that shows our progress in the making of the customer experience our product.

A

Net Promoter Score

69
Q

What is formula to calculate Net Promoter Score?

A

% promoters - % detractors

70
Q

This helps us understanding our position versus those of our competitors.

A

Competitive Benchmark NPS

71
Q

An ongoing survey that measures how customers feel about their overall experience with Comcast as a brand.

A

Relationship NPS (rNPS)

72
Q

This recurring survey measures how our employees feel about Comcast as a place to work and about our products and services.

A

Employee NPS (eNPS)

73
Q

This one-time survey measures how our customers feel after a single interaction with our employees, such as paying a bill or talking to an agent.

A

Transactional NPS (tNPS)

74
Q

A measure of how loyal a customer is, or how strongly our customers will “advocate” for us.

A

Customer Advocacy

75
Q

Customers who are loyal and enthusiastic supporters, and will tell others to choose us. They score us at a 9 or 10 in terms of their likelihood to recommend us?

A

Promoters

76
Q

This type of customer is satisfied, but not motivated to recommend us.

A

Passive

77
Q

These customers score us at a 7 or 8 in terms of their likelihood to recommend us.

A

Passive

78
Q

These customers that are dissatisfied and often angry, scoring us at a 0 to 6 in terms of their likelihood to recommend us.

A

Detractors

79
Q

This group receives and handles elevations from the Inner Loop and ensures solutions are identified and communicated back to elevating teams

A

Outer Loop

80
Q

This is the continuous learning and improvement at an individual and team level based on customer feedback and information sharing.

A

Inner Loop

81
Q

How we ensure customer feedback reaches the right people and solutions are communicated back to elevating teams.

A

Closed Loop

82
Q

These are in place to address systemic issues as they are identified; These teams help identify processes, policies and products that need improvement and take action to create solutions.

A

Journey Teams

83
Q

Journey Teams are focused on these five key customer experience areas:

A

Billing, Reliability, Repair, Onboarding, and People and Culture.

84
Q

New actions and steps put in place to inform how we work together and interact with our customers. This includes huddles, coaching, call backs and elevations.

A

Work Practices

85
Q

Team feedback, problem solving and elevations through daily check-ins between the team and supervisor (two-way dialogue).

A

Huddle

86
Q

Feedback and support from supervisors to employees delivered in one-on-one sessions or during team huddles.

A

Coaching

87
Q

Opportunities for our supervisors to reach back out to customers and learn more about their interaction with us.

A

Customer Call Backs

88
Q

These are quotes and feedback from customers regarding their experiences, captured through multiple open-end questions in the survey.

A

Customer Verbatim

89
Q

A training manual and resource for our managers and employees to understand and adopt the Net Promoter System.

A

Playbook

90
Q

When did Comcast launch NPS enterprise wide?

A

2016

91
Q

This is how Comcast takes action on employee suggestions and feedback to improve our business?

A

Elevations

92
Q

What are the key principles of NPS?

A

Listen, Learn, Act

93
Q

We put feedback into action using NPS work practices that include?

A

eNPS surveys, Customer Call Backs, Team Huddles and Elevations.

94
Q

What does NPS stand for?

A

Net Promoter System and Score®

95
Q

What are an opportunity to cheer on and thank colleagues as well as recognize hard work, collaboration, and more?

A

eNPS Shout Outs

96
Q

pNPS

A

Einstein Product NPS

97
Q

Effective August 25, 2016, a new NPS survey launched on what Xfinity App?

A

Xfinity Stream App

98
Q

rNPS + Customer Callbacks + tNPS

A

Customer Feedback

99
Q

Employee Shout Outs + eNPS + Elevations

A

Employee Feedback

100
Q

What social recognition platform that allows you to show appreciation—anytime, anywhere. The platform features a customizable feed where you can give and receive recognition and see other activity happening around the company.

A

Xchange

101
Q

These are the 5 steps of the Elevation Pathway.

A

Customer Feedback, Individuals and team, Cross team, Divisional/functional, Enterprise

102
Q

Comcast’s best product and top priority?

A

The Customer Experience

103
Q

What captures total company as well as division/region performance against key metrics that help us understand how we are doing in our effort to transform the customer experience?

A

Our Customer Experience ScoreCard

104
Q

What are the 3 types of NPS that take place simultaneously and continuously

A

rNPS, tNPS, eNPS

105
Q

4 types of Huddles

A

Customer NPS Huddles, eNPS huddle, Team building huddle, Cross Team Huddle

106
Q

What is the goal of NPS?

A

to turn passives and detractors into Comcast promoters

107
Q

This huddle is 15 minutes with your team to address/overcome issues

A

Customer NPS huddle

108
Q

This huddle revolves around responses submitted to the eNPS survey, which you can view in Medallia

A

eNPS huddle

109
Q

This huddle focus on generating a sense of team cohesion/unity

A

Team building huddle

110
Q

This huddle focus on increasing comradery & best practice sharing. This is a chance to ask other leaders/teams about best practices, etc

A

Cross team huddle

111
Q

3 cycles of NPS that take place simultaneously and continuously?

A

Customer experience feedback cycle, Employee satisfaction feedback cycle, Elevation cycle

112
Q

What is the Journey of Elevation

A

Submit, Review, Evaluation, Improvement, Implementation

113
Q

NPS Huddle best practices

A

Prepare, Make Time, Listen, Learn, Act, Celebrate

114
Q

What is the 4 A’s Strategy

A

Acknowledge, activate, advance, advocate

115
Q

What is the name of the site we use to submit elevations

A

Jira

116
Q

What three categories of factors are considered when prioritizing elevations?

A

Impact, Scale/Scope, Level of Effort

117
Q

This list was created to address elevations that require a commitment to resolve, including coordination among various teams, complex solutions, or an investment in tools and systems.

A

Top 25 HQ NPS Elevations list

118
Q

NPS score range

A

-100 <—-> 100

119
Q

NPS score range - Promoters

A

10-Sep

120
Q

NPS score range - Passive

A

8-Jul

121
Q

NPS score range - Detractors

A

0-6

122
Q

What is the Net Promoter system?

A

A tool used to create and build customer loyalty.

123
Q

How does comcast recieve customer feedback?

A

NPS Surveys.

124
Q

This component of NPS includes: Collecting customer feedback and Calling Customers to understand their issues

A

Customers

125
Q

This component of NPS includes: Sharing, Recognizing, and prioritizing issues raised by employees

A

Empowerment

126
Q

This NPS score is considered to be excellent

A

50 or more

Yobani (6 decks)

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