Introduction to central support Flashcards
(20 cards)
Whenever an agent is working, they should enable [ ] to track time cards and [ ] to monitor their work habits.
WorkSmart
FIN
When reading articles in NCS Foundations and following links in articles agents should
read every linked article; they’re all important.
ignore linked articles as they’ll be covered if they’re important.
check each linked article to see what it’s article number is.
open only the linked articles they believe they have not seen yet.
check each linked article to see what it’s article number is.
Agents in training should
make whatever schedule they want.
try to simulate a real work schedule.
make a rough schedule as a guideline but work when it’s convenient.
Ask their CSM to assign them a schedule.
try to simulate a real work schedule.
NCS-1: Introduction to Central Support is designed to provide new agents with
references and guidelines for all later learning.
an encyclopedic knowledge of Central Support.
information on how to handle customer requests.
documentation about specific products.
references and guidelines for all later learning.
What are the three most common non-management roles in Central Support?
L1 Agent, L2 Agent, L3 Agent
L1 Agent, L2 Agent, PKC
L1 Agent, PKC, CSM
L2 Agent, PKC, SME
L1 Agent, L2 Agent, PKC
NCS Foundations is intended to
help agents learn how to support a product.
introduce agents to the ESW Capital and all their coworkers.
sort out the best technical agents.
acclimate new agents to the conditions and expectations of Central Support.
acclimate new agents to the conditions and expectations of Central Support.
The purpose of all section 1 articles is primarily
for agents to memorize all the content within, allowing them to address all possible scenarios.
to determine each new hires ability to focus and memorize small details
to be referenced as required in training and in the factory.
to be a source of information about how to treat customers and resolve technical issues.
to be referenced as required in training and in the factory.
Before contacting anyone in a management from a BU about a problem, agents should always
come up with a solution to propose first.
contact their CSM.
Contact the CS BU VP for approval.
Post in the New Central Support All chat asking for help.
Contact the CS BU VP for approval.
Our current metric markers for success within Central Support are
80% FCR and 80% FTAR
8/10 NPS and 100% FTAR
100% FCR and 80% CSAT
80% FCR and 100% FTAR
80% FCR and 100% FTAR
The three core values of Central Support are
Put the customer first.
Respond as quickly as possible.
Do more, with less.
Never settle for “good enough.”
Always be looking to better yourself.
Motivate coworkers to go above and beyond.
Do more, with less.
Never settle for “good enough.”
Put the customer first.
The most recognizable brand within ESW Capital are [ ] and [ ].
Crossover
Trilogy
Before communicating with a BU directly, who should you get approval from?
your CSM.
the customer requesting BU information.
a BU agent CC’d on the ticket.
the CS BU VP for the product.
the CS BU VP for the product.
Central Support is set up as a factory, meaning the goal is to standardize the support process and eliminate the potential for human error. To accomplish this we use
Work Units, Data Strategies, Customer Queues
Work Queues, Data, Statistical Analysis
Data Structures, Questionnaires, Knowledge bases
Work Units, Work Queues, Data Structures
Work Units, Work Queues, Data Structures
There are two denominations all teams under the ESW brand are filtered into. ESW teams are either
Central or Edge
Internal or External
Development or Support
Operations or Management
Central or Edge
Within Central Support and ESW as a whole, we use the [ ] to facilitate our agents learning paths. These learning paths set agents up to eventually get [ ] on a product, and help ensure their success.
Talent LMS
Certified
When providing feedback, it is important to make sure that:
your feedback is actionable.
your feedback is correct.
you focus only on what happened, regardless of context.
you reference the correct actions.
only provide one piece of feedback at a time.
end feedback with an explicit negative so people know to stop.
after disallowing one action, provide the correct action instead.
you ensure the feedback is personal, so the message is clear and memorable.
your feedback is actionable.
your feedback is correct.
you reference the correct actions.
after disallowing one action, provide the correct action instead.
When creating a KCA ticket for a Foundations article, the following ticket properties needs to be edited manually.
Assignee set to CSM/Bryce Porter.
Brand set to CS Foundations.
Ticket Priority set to Normal.
Brand set to CS Knowledge.
Assignee set to PKC/Bryce Porter
Ticket status to ON-HOLD
Ticket form set to PKC Form
Ticket type set to Task.
Brand set to CS Foundations.
Assignee set to PKC/Bryce Porter
When learning, you should organize your day in 40 minute periods, split into three sections. What is the correct order to this learning block?
30 minutes dedicated learning time.
5 minutes explicit break time.
5 minutes dedicated review time.
After finishing your new hire training, how will you decide what products to learn?
Choose based on what seems interesting.
Ask you CSM what they think is best.
You don’t decide, your learning will be assigned.
Get the PKC team to tell you what products work with your skills.
You don’t decide, your learning will be assigned.
A break is your time to relax and let your mind recover from a period of high focus. A proper break is
time to call a friend and talk about non-work activities.
time to answer some customer tickets.
an opportunity for you to continue learning a different product.
a time devoid of any complex thought processes.
a time devoid of any complex thought processes.
