Care Score Flashcards
ALEX
Advanced Learning Exchange
The Task, The Handshake, Activities and Task Tools, Questionnaire and Report Out are all elements of this?
ALEX
You and your supervisor agree on the level of support you need, as well as when and how you’ll conduct your Report Out
The Handshake
Activities and worksheets designed to help you complete the module
Activities and Task Tools
A series of questions you’ll complete that relate to what you experienced, observed, and learned during activities.
Questionnaire
You’ll share what you’ve learned with your supervisor and team
Report Out
The percentage of time that call agents actually spend handling incoming calls or in after-call work
Occupancy
The total time an agent is available for call work divided by the time they are scheduled to work
Adherence
SME
Subject Matter Expert
FCR
First Call Resolution
WOA
Work Order Accuracy
KPI
Key Performance Indicator
ACW
After Call Work
AHT
Average Handle Time
These are set annually based on a 5-year “look back” at performance results and projected business needs
Goal Setting
Also known as Average Speed to Answer (ASA)
Service Level Goal
What term describes the percentage of callers who hang up before reaching an agent
Abandon Rate
After Call Work or Hold Time
ACW/HOLD
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.
Schedule Adherence
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.
Shrinkage
Total adjustment dollars divided by the total number of calls
Credits per call
Applicable for Repair, Bulk/MDU and Onboarding/Nirvana/Priority only
Repair ITGs
Goal Setting, Service Level Goal, Abandon Rate, ACW/Hold, Adherence, Shrinkage, Credits per call and Repair ITGs
Call Center Metrics
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
Customer Satisfaction
What includes the following measures: Adherence, Average Handle Time and Call Transfer Rate
Operational Efficiency
The revenue contribution of a call center can be directly measured by its total sales
Business Value
Companies that invest in employee training and allow for career advancement have lower turnover, more satisfied employees and more satisfied customers
Employee Management
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
Adherence vs. Compliance.
This is the name for the 10 steps Comcast has developed to transform how we approach working with our customers
The Customer Experience Action Plan
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.
Never Being Satisfied with Good Enough
All of our employees will participate in additional customer experience training every year. We’re also developing better technology and tools.
Investing in Training, Tools, and Technology
We’re growing our team so we can deliver an excellent customer experience.
Hiring More People… Thousands of People
Our customers’ time is valuable, and we will not waste it.
Being on Time, Every Time
If something goes wrong, we need to fix it the first time, every time. We are enhancing tools like our Home Integrity Check
Get it Right the First Time
Transparency is crucial. We are simplifying our pricing, completely redesigning our bills to make them simpler and clearer and introducing digital receipts for customers.
Keeping Bills Simple and Transparent
Customers should interact with us however and whenever they want. This includes trialing a new feature called Technician Tracker
Service on Demand
We are reassessing all of our policies and fees and getting rid of ones that customers find particularly frustrating.
Re-imagining the Retail Experience
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.
Keeping Score
What is Comcast’s best product?
The Customer Experience
Customer pillar: ‘C’
Customer Viewpoint
Customer pillar: ‘A’
Automated Support
Customer pillar: ‘R’
Reliability
Customer pillar: ‘E’
Employee Empowerment
Customer pillar: ‘S’
Simplification
Provide a welcome kit, Demonstrate navigation of the on-screen guide, Explain how Xfinity on Demand and Xfinity Stream work
Rule of three for Xfinity TV
Ask the customer to create an xfinity.net e-mail, Take the customer through the online welcome site, demonstrate my.xfinity.com benefits
Rule of three for Xfinity Internet
Confirm customer new phone number, Demonstrate voice mail and deliver comcast welcome kit, Discuss benefits of Xfinity voice center
Rule of three for Xfinity Voice
What is the sections on the main page of work day
Awaiting your action, view apps, timely suggestions, announcements,recommended for you
What icon do you click on to view your inbox in workday?
Email envelope icon
What are the 2 sections in your inbox in workday?
action and archive
What is the bell icon in workday
notifications
When you click on the person icon in workday what sections come up?
home, my account, favorites, my reports, help
Where do you go to do time entry in workday?
click 3 lines on the left, then click pay, then time management
Where in workday do you see how much vacation time you have left
My time off balance
Under the learning section in workday what are the 4 main tab sections
Learning home, my learning, discover and links
What year was workday launched?
2021
What systems did workday replace?
employee self services, my learning
How many apps can you display in your menu in Workday at once
20
Replaced the existing “Quick Access” menu. Used to manage your preferred Workday apps and access your shortcuts.
Sidebar Menu
Your new shortcut to see all applications available to you in Workday.
“View all Apps” link
Highlights important action items and due dates from your Workday inbox
“Awaiting Your Action”
Workday: Features time-sensitive content such as when learning is due or it’s time to update your information.
“Timely Suggestions”
Workday: Promotes experiences and Worday related alerts such as new career opportunities.
“Recommended for You”
Workday: Features upcoming work anniversaries and other information related to your team.
“Your Team”
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.
Net Promoter System
This single question allows us to track promoters and detractors and measures how our customers feel about their overall experience with us.
“How likely are you to recommend XFINITY from Comcast to friends and family?†or Net Promoter Question
This single question allows us to track promoters and detractors and measures how our customers feel about their overall experience with Comcast Business.
“How likely are you to recommend Comcast Business to colleagues or others? or Net Promoter Question.
A simple, easily understandable score that shows our progress in the making of the customer experience our product.
Net Promoter Score
What is formula to calculate Net Promoter Score?
% promoters - % detractors
This helps us understanding our position versus those of our competitors.
Competitive Benchmark NPS
An ongoing survey that measures how customers feel about their overall experience with Comcast as a brand.
Relationship NPS (rNPS)
This recurring survey measures how our employees feel about Comcast as a place to work and about our products and services.
Employee NPS (eNPS)
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.
Transactional NPS (tNPS)
A measure of how loyal a customer is, or how strongly our customers will “advocate†for us.
Customer Advocacy
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?
Promoters
This type of customer is satisfied, but not motivated to recommend us.
Passive
These customers score us at a 7 or 8 in terms of their likelihood to recommend us.
Passive
These customers that are dissatisfied and often angry, scoring us at a 0 to 6 in terms of their likelihood to recommend us.
Detractors
This group receives and handles elevations from the Inner Loop and ensures solutions are identified and communicated back to elevating teams
Outer Loop
This is the continuous learning and improvement at an individual and team level based on customer feedback and information sharing.
Inner Loop
How we ensure customer feedback reaches the right people and solutions are communicated back to elevating teams.
Closed Loop
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.
Journey Teams
Journey Teams are focused on these five key customer experience areas:
Billing, Reliability, Repair, Onboarding, and People and Culture.
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.
Work Practices
Team feedback, problem solving and elevations through daily check-ins between the team and supervisor (two-way dialogue).
Huddle
Feedback and support from supervisors to employees delivered in one-on-one sessions or during team huddles.
Coaching
Opportunities for our supervisors to reach back out to customers and learn more about their interaction with us.
Customer Call Backs
These are quotes and feedback from customers regarding their experiences, captured through multiple open-end questions in the survey.
Customer Verbatim
A training manual and resource for our managers and employees to understand and adopt the Net Promoter System.
Playbook
When did Comcast launch NPS enterprise wide?
2016
This is how Comcast takes action on employee suggestions and feedback to improve our business?
Elevations
What are the key principles of NPS?
Listen, Learn, Act
We put feedback into action using NPS work practices that include?
eNPS surveys, Customer Call Backs, Team Huddles and Elevations.
What does NPS stand for?
Net Promoter System and Score®
What are an opportunity to cheer on and thank colleagues as well as recognize hard work, collaboration, and more?
eNPS Shout Outs
pNPS
Einstein Product NPS
Effective August 25, 2016, a new NPS survey launched on what Xfinity App?
Xfinity Stream App
rNPS + Customer Callbacks + tNPS
Customer Feedback
Employee Shout Outs + eNPS + Elevations
Employee Feedback
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.
Xchange
These are the 5 steps of the Elevation Pathway.
Customer Feedback, Individuals and team, Cross team, Divisional/functional, Enterprise
Comcast’s best product and top priority?
The Customer Experience
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?
Our Customer Experience ScoreCard
What are the 3 types of NPS that take place simultaneously and continuously
rNPS, tNPS, eNPS
4 types of Huddles
Customer NPS Huddles, eNPS huddle, Team building huddle, Cross Team Huddle
What is the goal of NPS?
to turn passives and detractors into Comcast promoters
This huddle is 15 minutes with your team to address/overcome issues
Customer NPS huddle
This huddle revolves around responses submitted to the eNPS survey, which you can view in Medallia
eNPS huddle
This huddle focus on generating a sense of team cohesion/unity
Team building huddle
This huddle focus on increasing comradery & best practice sharing. This is a chance to ask other leaders/teams about best practices, etc
Cross team huddle
3 cycles of NPS that take place simultaneously and continuously?
Customer experience feedback cycle, Employee satisfaction feedback cycle, Elevation cycle
What is the Journey of Elevation
Submit, Review, Evaluation, Improvement, Implementation
NPS Huddle best practices
Prepare, Make Time, Listen, Learn, Act, Celebrate
What is the 4 A’s Strategy
Acknowledge, activate, advance, advocate
What is the name of the site we use to submit elevations
Jira
What three categories of factors are considered when prioritizing elevations?
Impact, Scale/Scope, Level of Effort
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.
Top 25 HQ NPS Elevations list
NPS score range
-100 <—-> 100
NPS score range - Promoters
10-Sep
NPS score range - Passive
8-Jul
NPS score range - Detractors
0-6
What is the Net Promoter system?
A tool used to create and build customer loyalty.
How does comcast recieve customer feedback?
NPS Surveys.
This component of NPS includes: Collecting customer feedback and Calling Customers to understand their issues
Customers
This component of NPS includes: Sharing, Recognizing, and prioritizing issues raised by employees
Empowerment
This NPS score is considered to be excellent
50 or more
