Management will need to review your calls frequently to ensure quality metrix and call flow benchmarks are being achieved. It is your responsibility to upload your recorded calls to google drive. At first, you will upload every five (5) calls you take and conduct to google drive. You will contact management when you've uploaded your calls to drive. You will continue at that frequency until you have five (5) completed calls whereby all benchmarks have been met. The frequency at that point will be adjusted to every 5th call. That means you will go from uploading all calls at a frequency of five at a time, to only uploading every fifth call. That frequency will continue until you've gathered a cumulative quantity of fifteen (15) calls whereby all benchmarks have been met. After that, management will determine the frequency of uploads to reviews.
The second folder is the que'd for review folder. This is where you move calls from your inbox so that management can review them.
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It is your responsibility to properly name the recordings in the proper order and with the proper elements.
- The callers name should be first. The name should be all lowercase. Separate the first and last name with a period. Transition into the next element with a period.
- The date should be next in the file name. The date should be mm/dd/yy with periods inbetween each set of numbers.
- The steps acheived in the call should be next. Each step should have a plus "+" symbol inbetween and at the beginning.
- Example: first.last. (04.14.16)+[eqr]+[adv]+[gfc]+[gse]
After a recording has been reviewed by management you need to move it into the archive folder into the appropriate sub-folder.