eSAL 2024 CSW CROSSWORD PUZZLE 2

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Across
  1. 2. A feature on the score card where there is a Failure to adhere to any complaince.
  2. 8. On TTS, An alpha numeric code utilized by the recipient in getting acess to thier funds.
  3. 10. An unstable current i.e. High-Low, High-Normal, Low- Normal, Off-On which affects an area OR the frequent interruptions in power supply.
  4. 13. A centralized facility or department within an organization that manages all inbound and outbound communications with customers, clients, and other stakeholders through various channels such as phone calls, emails, web chats, social media, and SMS
  5. 14. The amount of agent time actually spent in accordance with their scheduled tasks as a proportion of their total scheduled time.
  6. 15. When circumstances do not permit ECG to read a customer’s meter but customer is billed based on an average consumption for some months.
Down
  1. 1. This is the defined method a customer decides to use for payment. It could be a credit or debit card or an ACH
  2. 3. The rate at which employees leave your support team. This can be both external (leave the company) and internal (move to a different team). It can also be voluntary or involuntary.‍
  3. 4. A conductor that is positioned below the normal height after installation.
  4. 5. The process of monitoring and maintaining a predetermined customer support standard. This process defines the appropriate level of service, sets expectations for agents, and helps in measuring performance
  5. 6. A score that measures customer loyalty by looking at their likelihood of recommending a given business.
  6. 7. When power is curtailed/cut as a result of an unattached cable from a source.
  7. 9. On TTS, A transfer that is in the process of getting to the recipient
  8. 11. A document used as evidence to prove that TTS has sent the funds back to the customer's bank is called
  9. 12. Account An account which has missed it payment deadline. The account holder needs to be reminded to make his or her schduled payment so that the account does not move to the charged of state.