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Weekly Meeting #20
Transcript
Support/SOT Monday Kick Off
WINS
WINS!!
WEEK 19
# of Workshop Event Locations =10
# of New Mastery Students = 91 +1
# of Full Immersion Events = 7
# of Full Immersion Students: = 123
Last Weeks Results
SOT
SOT
Last Weeks Results
- Tuition: $730k/$893k = 81.8% (Phase: 80.2%, Quarter: 94.5%)
- Full Immersion Confirmations/Attended/Show Rate:
- Confirmation Rate: 138/147 = 93.3%
- Show Rate: 131/147 = 89.1%
- CRI: 50.2%
- Iron-person: None
- Phase/Quarter RTC % (Actual/trend): 34.3%/28.3%
This Week:
- New Students: 10 events, 91 + 1 pender
- Full Immersions: 7 events, 123 students
Student Support
Student Support Numbers
- Phone KPIs
- Impact % = 35% (Goal 25%)
- Total Voicemails= 62 (Goal <50)
- Survey Results = 67 (goal: 65), 4.86 (Goal 4.75)
KPIs
Hit Primary KPIs:
- Andii, Cara, Evanjelyn & Mike
Hit Secondary KPIs:
- Deven
- Email KPIs
- Total Tickets: 1,557/1,140
- Response Time(Goal< 3hrs): 3.0
- Survey Results(Goal: 97%+): 98%
- Average Touches(Goal <2.0): 1.7
- Chats - 64/100% (Chat master: Cara, 22)
- Week 19: TBD
- Week 18-19: TBD
- GNOME - Last Week's Winner - Cara
Survey Results
Survey Results
- Email Surveys
- I made a mistake and they were so kind and polite. I appreciate it. (Cara)
- The service at FB is still the best I've ever have the pleasure of working with. Continue to excel. (Evanjelyn)
- I sent a email to support to add a partner on a Sunday and I was taken care the same day. Always a pleasure with Fortune Builders (Mike)
- Phone Surveys
- Jennifer did a great job explaining things to me. I'm looking forward to completing my program thank you fortune builders and Jennifer.
- I was having a problem getting in the Facebook group this young lady called me instead of going back and forth in emails and helped me get added as well as finds members inside the group. That was extraordinary customers service - Aleesha
- She had a great attitude and very attentive - Natasha
Announcements
Lessons Learned
SOT/Outbound Support
2
- WELCOME RAECHEL CAMPBELL
- Admissions Awards Dinner - Tuesday
Company
1
- Workshop Packages (Inner Circle)
- Next Bootcamp: Austin (5/29-6/3)
SOT/SUPPORT - Next Team Building
- Friday May 25th - IMPROV With Clinton
Inbound Support
3
- Late for 1 on 1s/meetings without approval, count against accountability KPIs
- Facebook Invites: Names used
- Pay attention to Shifts/Calendars
Core Values
- Ethics & Integrity
- Inspire
- Educaate
- Lead
- Crush It!!!
CORE VALUES
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