Enterprise FCR Initiative - Conducted by Giselle V

* A.) Advise what Division and Product you support for Horizon.

* B.) What is your total FTE count supporting the campaign? What is the number of staff 1 year or less; less than 2 years; greater than 2 years?

* A.)Describe your Call Center structure (Phones, Back end work).

* B.)What is your Team Leader ratio to staff?

* C.)What is your Vendor Coaching ratio to staff?

* D.)What is your Coaching model?

* E.)What is your quality assurance process?

* A.)Describe your current training model (i.e. Tier 1, Tier 2; claims adjustments)

* B.)What is the length of your training?

* C.)List your upcoming training requests. What are the agent's deficiencies? What is the percentage of skill set of Tier 1 verses Tier 2 and FCR trained agents?

4. Are your agent’s proficient on Nasco? Do you have any agents that are not migrated to Nasco? What is your ratio of proficient agents?

5. Who has access to SQM? How often is the SQM web tool accessed to monitor and review global and individual results?

* A.)Describe what action is taken for SQM agent missed opportunities and action alerts.

* B.)Describe what action is taken on negative post call survey results.

* A.)What is your current Transfer rate?

* B.)Provide MTD and YTD FCR results. Describe in detail your struggle in achieving FCR results.

* C.)Provide MTD and YTD resolution rate results. Describe in detail your struggle in achieving the resolution rate results.

* D.)Provide a staff percentage for agent resolution rate: A.) Less than 60% B.) 60% - 69% C.) 70% - 79% D.) 80% - 84% E.) 85% and higher.

* What action is taken on the Horizon weekly Agent Scorecard data for the lower achievers?

* A.)Describe how your agents are scheduled for "off the phone" time to follow up on call backs, inventory, resolution and training. Are your agents in Horion's Verint/BluePumpkin workforce management system?

* B.)How much "off the phone" time does an individual agent receive weekly?