Scorecard

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Across
  1. 3. measures how effective you are following your schedule or making adjustments
  2. 7. evaluates the process piece of our interactions for items such as noting accuracy and compliance
  3. 8. where you can find suggested scripting for fraud conversations with clients
  4. 9. utilizes the help me model to evaluate our call interactions against our business customer service standards
  5. 11. measures how efficient we are while on the phone for inbound calls
Down
  1. 1. measures the effectiveness of risk assessment from our decisions
  2. 2. measures how we interact with our customers, managers, and peers against our POWER OF ONE and global initiatives of culture
  3. 4. measures how efficient we are with working cases against productivity time
  4. 5. measures the rate in which we are releasing blocks from clients accounts
  5. 6. measures the voice of the customer through survey results from our interractions
  6. 10. the first place to access when looking for an answer to procedure questions