Communication
These are statements used to connect, validate, acknowledge and connect with someone during a situation.
Empathy statements
When an irate member or caller is requesting to be transferred to a supervisor,despite being assisted thoroughly, what should you do?
Escalate / transfer to supervisor
What is the term used when local internet service is under maintenance or unavailable?
Outage / Service outage
This number is used by customers to FOLLOW the progress of their package.
Tracking number
This is what happens when you receive or make a call, but hear no response from the other end.
Ghost / abandoned call
This refers to the behavior of a customer, client, or caller who can be described as aggressive, uncooperative, or irrational.
Irate caller / customer / client.
This is the cost of a MONTHLY subscription for every health insurance.
Monthly premium
This is a step-by-step process or guide either initiated by the agent or as instructions for the caller to identify or fix the root cause of a technical issue.
Troubleshooting
What are "business days", and how can we give an approximate measure for it?
Working days (usually Monday-Friday)
This is the average time in between of separate calls, not counting the after call aux.
Avail time
This is the post-resolution part of the call where agents must reconfirm every detail of the caller's concerns, provide recommendations to prevent further callbacks and as well as self-service options.
Closing / closing spiel
Before assisting the caller, you see that their information provided is NOT RECORDED within the member's FILE, but the member is PRESENT alongside them. What should you do to proceed further with disclosing member information?
Verbal approval
This refers to each individual issue or request raised by a customer that needs a reply or resolution.
Tickets
This refers to the policy whether a customer is insured of compensation should ever their delivered product is not up to expectation upon arrival.
Return policy
These are the required metrics used to evaluate an agent, a team or an entire account.
KPI / Key Performance Index
This behavior is expected to all agents in taking ownership of an issue and apologizing on behalf of the company regardless if it was your fault or not.
Accountability
This refers to the compliance policy passed in 1996 that protects the privacy and security of sensitive patient information.
This is a process where every self-service and agent-end tool does not suffice to resolve a customer's issue, and must be dealt in-person by assigning a company representative APPOINTED at a specific time.
Technician Appointment
This is an independent agency of the executive branch of the U.S. federal government responsible for providing postal service across the United States
USPS.
An informal term made by agents inside of production floor, where agents intentionally avoid calls.
Call avoidance / Aux jump / "Avaya piano"
+ 500 if you can provide a dead line to use for ACDN
A customer has become increasingly frustrated because the agent keeps asking for information that was already provided. What is the communication failure here?
Active listening
This is one of the major reasons why healthcare accounts mainly do not rely on AI for documentations and must be manually inputted. Why is that the case?
All information disclosed especially prescription costs and coverage must be documented by hand in order to make ticket investigation accurate in instance of investigation.
Name the following four:
These are the "Big 4" of all internet service providers in all of United States of America.
Verizon, AT&T, Charter, Comcast
Name all the major national shipping carriers.
USPS, UPS, FedEx, Amazon Shipping and DHL Express
This refers to the internal self-service online library of everything about to know there is about a product or a service pertaining to an account.
Knowledge base