There are 0 errors:
As per our Ask Once goal, you as an Agent are required and must set an Action Item upon every query that results in a promise to contact a customer or when you raise a case on behalf of the customer.
This will help you increase your FCR targets as you will keep the customer informed via a call-back or SMS when required.
If you promise to check a customer’s account or follow up to make sure something has been completed, UFE Action Items are to be used.
Important: Action Items can be assigned to other people in your team if you are out of the office.
*CRM is used to re-assign so this can be done by your TL/CXX team.
Cases and Action Items can be monitored via UFE in two ways:
· Smart Menu > BackOffice > Manage cases and action items.
· Home screen in UFE has two widgets, Action Item & My Cases
Your WIP (Work In Progress) bin is where you can check all of your Cases and Action Items and you must check these every day for updates.
*Your Team Leader has access to view these via a report and will let you know if you have any outside of SLA or need action.
