COE BI-WEEKLY

GOS: 90% calls answered within 10 secs

Per piece weight range (100-300kg) requires an approval email from NCG. 

Upon cancellation of Whatsapp booking, CSA must notify SVC to update CS checkpoint & loop in the finance team then initiate a trace

All Account Drop-Off shipment is required to go through 100% Shipment Inspection by the retail outlet staff.

The email address for eSecure is authorized by the Customer Account Administrator/Owner.  

The R&R programs including :

i: Compliment Shout Out

ii: Employee of the Month

iii: CX Asia Excellence Awards

The smart incentive is measured based on performance set by management. What does SMART stand for? 

S-SPECIFIC

M-MANAGEABLE

A-ACHIEVABLE

R-REALISTIC

T-TIME BOUND

For Quality Coaching, feedback is shared via a framework called AID?

Global standards for mystery shopper calls evaluation are based on Process, Knowledge, Polite, Helpful (PKPH).

Reserve Group (RG) function best to assist overflow calls once GOS <90% and call waiting >10sec