Across
- 2. a metric used in the Annual Performance Bonus Program
- 4. additional info provided to the member such as self service options
- 6. action taken when a member calls multiple times for the same issue
- 7. your responsibility to resolve the member's issue
- 8. made after a customer contact and is used to measure FCR performance
- 10. it is based on the caller's perception
Down
- 1. the benefit information given to a member
- 3. members call back when this type of information is given
- 5. FCR goal
- 9. review of the information discussed during the call