FCR

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Across
  1. 5. a clear and concise recording of the member's concerns
  2. 6. made after a customer contact and is used to measure FCR performance
  3. 8. when a member calls multiple times for the same issue, don't wait, ________________.
  4. 9. members call back when this type of information is given
  5. 10. a metric used in the Annual Performance Bonus Program
  6. 11. it is measured based on the member's perception
Down
  1. 1. you add ________ to the call when we provide additional information to the member such as self service options
  2. 2. your responsibility to resolve the member's issue on the first call
  3. 3. when quoting benefits, the member should be given the _______ benefit
  4. 4. review of the information discussed during the call
  5. 7. the FCR goal