FUBU

doce

Business as usual. The whole cliché that giant businesses instill in the minds of its constituents. But like the business industry, business as usual also happens in real life. 

"Team, our current standing is not what I would call as ideal. Were at the bottom three out of fifteen teams in this account. I know you may think that this is not important but there's a lot at stake. If we manage to raise our scores, we'll have the ability to choose the schedules we prefer the moment that we bid for shifts. You'd have the best option for day-offs. There's also an incentive scheme for the team with the highest attained scores for this month. Some cash we can use for team buildings and all that. If you are interested, I can definitely help you where you need to be."

Joanne raised her hand.

"Yes." Sari looked at her, in her poker face.

"TL, what do we do to achieve those scores?"

"Well, there are five different KPI's you all need to pass. Attendance, surveys, adjustments, repeat calls and of course, average handle time. Right now, the only thing you're getting right as a team is your attendance and your surveys. Luckily, non of you are rude enough to get really bad surveys."

Narinig ko ang mga kasama kong nagtawanan.

"So, if you will all agree to getting the goal of thirty thousand cash for our team building funds, I am all out for it. All we need to do is managed the three other items we need to work on."

"Paano ba pinapababa yang AHT na yan?" one of my other team mate asked. 

"ACW. After call works are always the key." she started explaining, "Now I know not all of you are the best typist but there's a way we can manage that. J, do you wanna take this one?" she turned to Jeremiah who was then grinning.

"Of course." he grabbed a marker and started writing down things that looked odd to all of us. 

CX

CB

CI

"Alright. Has anyone ever seen these things on their customer's notes?" 

We all nodded, they were odd, but every time we check on the account notes of our customers, these jargons were always there. 

"CX means customers, CB means callback and CI means called in." he started writing down this entire note on the whiteboard. 

CX CI to ask for ADJ. Checked CX credit score. Not eligible. Offered PP adj. Declined.

"Alright, who can tell what this means?"

Halos lahat kami ay napanganga. May as it be, these shortcuts are often too hard to understand. And almost all of us in the team were very green when it comes to experience. 

Travis raised his hand. 

"Yes Travis?"

"I wanna say, the customer was asking for an adjustment. Maybe from a charge they weren't expecting? And that they're credit score made them ineligible for any adjustments. The representative did offer to adjust the Premium Plan maybe to something lower but the customer declined. Is that correct?"

"Alright. Let's all give a round of applause to Travis."

And we all did. 

"That is how you can minimize your after call works. These are called abbreviations, we can give you set of abbreviations you can use. Ones that are easy to understand.  You should also use your sticky notes to create templated notes, type while listening to them, take note of everything. Do not just stare at your screen while they vent out their concerns. Listen and take note. That's the key. Practice it till you build the habit of doing it over and over again. That's how you will become efficient. Once the notes are done, copy and paste. Makes it easier after every call. Then move on to the next. Our customers stay on the line for a very long time. They don't deserved to be inconvenienced even more by our inefficiency."