Introduction
All the Contact Centers have lost their internet access and cannot log into ARCH. You are their only hope!
Time to put your detective hats on, grab your magnifying glass, and search for those answers!
Task
On the next page, your supervisor has compiled a list of questions the other CSRs have and need you to look them up in ARCH.
You will be typing your answers in an email and recording where you found the information from.
Process
Instructions: Once you have logged into ARCH, begin answering the questions below.
- Open a new email, copy and paste the below questions into the body of the email.
- Some questions may require more than one answer, so be sure to read each question carefully and answer every part of the question completely.
- Make sure to write down where you found the answer.
- A sample question and answer has been filled out for you below.
- When you are finished send the email to NHTcompletedwork@SP13Mail.clearesult.com.
If you have any questions about navigation, remember, you can also go back and watch the videos.
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Question: Ex: How many scripts are listed under the ‘Outbound’ category? List the names of the scripts.
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Answer: Ex: There are 4 scripts listed under Outbound. They are: QA Inspection Script, Special Inspection Script, Inspections-Call Center QA Script and QA Inspection Script.
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Question: How many terms are listed in the Glossary that begin with the letter ‘A’ ?
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Question: Select the ‘Pacific Northwest’ region at the top of the screen. How many programs (on the left) are visible for that region? Name the program(s).
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Question: Select the ‘New England’ region. Next, select the ‘MassSave’ program. Select ‘Program Procedures and Details’. List the subcategories that show up underneath ‘Program Procedures and Details’. HINT: The first one is ‘Rebates’.
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Question: Select the ‘New England’ region. Next, select the ‘MassSave’ program. Select ‘Program Procedures and Details’. Click on the ‘Eligibility’ subcategory. What color does the title ‘Mobile Homes’ turn once you select it?
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Question: What is the date of the most recent update listed for the SouthEast region?
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Question: How many programs are currently listed under the MidAtlantic region? List 3 of them.
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Question: Which region supports the ‘Navigant Consulting’ program?
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Question: Select the ‘LIPA Cool Homes’ program in the ‘MidAtlantic’ region. After you select the ‘Program Information/Forms’ topic, use the space below to write down the 3 subtopics that appear in grey. HINT: The first one is ‘Miscellaneous’.
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Question: Select the ‘UES Energy Smart Homes’ program in the ‘SouthWest’ region. Under the ‘Call Procedures’ topic, select ‘System Navigation and Data Entry’. Under the ‘General’ tab, select and open the link for ‘UES Referral Process’. How many pages is the document that you opened?
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Question: Open the ‘MassSave’ program in the ‘New England’ region. Select the ‘Territories’ topic. In the Search bar, type ‘Needham’ and click on the ‘Search’ button. Using the scroll bar on the right of the screen, scroll down until you see the town of Needham appear in red. What gas company is Needham listed under/serviced by?
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Question: Open the ‘Midamerican’ program in the ‘MidWest’ region. Select the ‘CSR Guidelines’ topic. List the two items that appear under ‘CSR Scope’.
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Question: You come across the abbreviation ‘MERV’ while working in a program. Using ARCH, find the definition of ‘MERV’ and write your answer below.
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Question: Find and open the ‘NationalGrid’ program. Select the ‘Call Procedures’ topic followed by ‘Scripts and Call Flow’. Find and select the script titled ‘Teleinterpreters OPI Services’. What is the first instruction listed in that script? |
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Question: Find and open the ‘NStar OPower’ program. Select ‘FAQ’s. Pretend that a customer is on the line and she wants to know if her report is available via email. What do you tell her? |
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Question: I am a customer calling regarding the Premium Efficiency Cooling program. I need you to tell me the phone number of the Kema (AC-Time Program) so that I can call them about my air conditioning. Find and write down the phone number in the answer space below. |
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Question: I am a peer calling you for help. I am working in the ETO Main program and need to find the document titled “Do Not Call Tracking Process”. Which topic is this document listed under? |
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Question: You are taking a call from a field employee who is working with the EScore program. He keeps mentioning an issue with a “horizontal flow”. You have never heard of this word before but need to try to understand what he is telling you. Where could you look to find the definition of this word and what is a “horizontal flow”? |
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Question: You take a customer call for the Vectren program. The customer is calling because he would like to hear what types of incentives the Vectren program is offering for attic insulation. How much of an incentive is offered for attic insulation and under what topic did you find this information? |
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Question: You are trying to learn how to locate REAP customers in the backlog and deactivate customers in the system for the LIPA REAP program. You think it would be helpful if you had a manual or some screenshots to follow to instruct you how to navigate through the system and enter data. Where do you think you could go to find this kind of information? Did you find any helpful documents once you got there? |
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Question: Under what topic/subtopic can you find information regarding the eligibility criteria for a certain program? |
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Question: Under what topic (and subtopic if applicable) can you find information regarding contact information for a certain program? |
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Question: Under what topic (and subtopic if applicable) can you find information such as user manuals, program overviews, collateral brochures, letters/forms for customers and email templates? |
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Question: Under what topic (and subtopic if applicable) can you find program-specific frequently asked questions along with their answers? |
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Question: What topic can you use to find scheduling information? |
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Question: Under what topic (and subtopic if applicable) can you find documents that will help you navigate through computer systems and applications as well as provide instructions for data entry pertaining to those systems? |
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Question: Under what topic (and subtopic if applicable) can you find definitions of terminology (company specific words, abbreviations, acronyms, etc)? |
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Question: You are making an outbound call to a customer and forgot which script you need to follow. Where in ARCH can you go to find this script? |
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Question: What does ‘ET’ stand for in ARCH? Where did you find your answer? |
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Conclusion
Awesome job! You saved the day and helped answer all the other CSR's questions. Thanks so much for all your help! I hope they get their access back soon, or we might have to call upon you again.