On the Phone
When some one says "Do not call me again." what should be your response?
I apologize for the inconvenience, I'll add you to our do not call list.
What's the first thing you should check if it appears that the leads can't hear you?
Check and see if you're muted.
On what dial count to you leave a voice message?
Third dial
True or False, if you need to stand up to get a drink of water from the fountain you must put yourself under the status "10 minute break"
False
What are the two treats that can be found most frequently at Glenn's desk?
Licorice and Mint Patties
What is the difference between a "Refer to Agent" and "Retention Alert"?
Refer to agent is used to inform the agent of specific questions or requests from the lead.
Retention alert is used whenever the lead implies they are unhappy with the service and are thinking of switching their coverage.
None of your calls are going through, what is the most likely cause?
You extension hasn't been changed.
What is the difference between a location conflict and a schedule conflict?
Location conflict is conflict set on one of the available time slots. A schedule conflict is a conflict set on any other time, regardless of location.
Can you watch television on the call floor on your phone?
No!
At what time do we stop calling for a timezone?
7:00 PM
What is the proper response if a lead asks if we can send them an email confirmation?
I will contact (Agent name) and see if they can send you an email to confirm that appointment.
You get a message saying "Hopper Entry Not Found", what do you do?
Press the blue "Skip Call" button, then input the correct disposition.
What message should you use if on the third dial the lead's voicemail is full or isn't set up?
Final Message Attempt Unsuccessful
When there are no leads in the hopper, are you allowed to go into the break room and talk with your friends?
No you are not.
What happens if you close a conflict window without changing it to an appointment set?
It is locked in as another conflict and you must ask Glenn/Adam/Devin for assistance.
When you call an approved conflict and the lead doesn't answer, what are the proper dispositions for each call?
First call: Answering Machine No Message Left
Second call: Second message attempt failed
Third call: Client complete
What should you bring up with you when you go to Glenn/Adam/Devin to resolve an issue with a lead?
The lead's name, the agent's name, that date.
If you are missing hours, by what date do you have to make those hours up?
15th or the end of the month. Preferably in the same pay period, but if not you have till the end of the month.
True or False, on your 10 minute break you can leave to go get a drink from a gas station.
False, if you are leaving the building for whatever reason you must clock out.
How would someone request time off?
Scan the code on the back of their ID.
If there is nothing in the notes, where can you check and see if an agent approves of phone or home appointments without conflicts?
The appointment locations section on the calendar tab.
What do you do if in the lead's disposition box it says, "DC/WN" and won't let you change the disposition?
Go see Glenn/Adam/Devin
If you are feeling sick and need to miss a day of work, what is the proper procedure?
Call the attendance hotline and inform your team lead.
It it okay to take a picture of a lead's information to take it to a supervisor when you have a question?
No, under no circumstances is it okay for you to take a picture of a lead's information. Either write it down on a piece of paper or call the supervisor over to your desk.
Name the six New England States
Maine, New Hampshire, Vermont, Massachusetts, Rhode Island, Connecticut