KOAT-D

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Across
  1. 2. Number of seconds we have for dead air.
  2. 4. Should be provided to the agent and customer after determining the reason for the call.
  3. 7. Needs to be offered when the opportunity presents itself.
  4. 8. Where sharing the value of the plan would be scored to.
  5. 9. Remaining positive and neutral.
  6. 10. Number of times we should address the customer.
Down
  1. 1. What we should do when taking over a call, letting the cm know we are aware of the reason for the call.
  2. 3. Amazing Customer Experience
  3. 5. Personable and engaging.
  4. 6. Section of the score card where not educating the customer would be addressed.
  5. 8. Avoiding unnecessary call backs.
  6. 9. Mechanics Where reviewing the account notes and documenting the account would be scored to.