Call Of Fame
What is the correct opening statement you should say when the IVR plan and identification numbers appear?
“Thank you for calling Canada Life, [First name] speaking, may I have your name please?”
How many privacy checks are required when a plan member calls in with their plan and identification numbers?
3
Customers call about this every year, around the same time and need this document now.
Claim Summary Report for tax purposes.
The Public Service Health Care Plan includes coverage for _______ in emergency situations when another form of transport would not provide the level of care required for the patient’s medical condition.
Ambulance
Where are the 4 main Canada Life Buildings located?
Winnipeg MB
Regina SK
London ON
Montreal QC
What does A stand for in AHT?
Average
This skill involves giving the customer your full attention and confirming your understanding of the issue?
Active Listening
What is the main reason clients are calling us?
The check on a payment.
What does PRP stand for?
Platelet Rich Plasma
What is the name of our department?
Public Service Healthcare Plan
Public Service Dentalcare Plan
What is the average monthly metric for After Call Work (ACW)
2.18
When a customer is upset, showing understanding of their feelings is known as this.
Empathy
How many methods are there for clients to communicate with us?
Call
Email
Chat
What does drug reject code 2070 mean?
Drug not covered.
What are Canada Life's 3 Core Values?
We Step Up
We Do The Right Thing
We Deliver
What status should you use when you make an outbound call?
Follow Up Status
A customer says, "I've already called three times about this!" The most important thing to do first is this.
Acknowledge their frustration and apologize for the experience.
What is the turnaround time for email handling?
48 Business Hours
What is the dental procedure code for 4 units of scaling?
11114
How many contact centres are there in Canada Life?
5
PSCP, GLH, MCLAW, GRS, IWIS
What does a Universal Agent do?
They assist in handling complex inquiries related to both a PSCP and GLH plan.
This means taking responsibility for helping a customer until a resolution is reached, even if others need to be involved.
Ownership
Who do you call when a client wants to speak to someone higher up?
KC, Knowledge Centre or SL
What is Catastrophic Drug Coverage?
If you reach an out-of-pocket amount of $3500 towards prescription drugs covered under the Public Service Health Care Plan, your coverage for prescription drugs will increase from 80% to 100% of a reasonable and customary amount for the remainder of the calendar year.
Who is the PSCP Contact Centres new Director?
Abe Mewafi