LP Call Back Procedures
When was the LP Call Back procedure launched?
Launched September 15th, 2022
CC agent calls and advises customer failed authentication and wants you to Offgrid authenticate.
Can you proceed?
NO - Offgrid is only for failed LP calls
What type of gas do plants absorb?
Cardoon Dioxide (CO2)
What is the largest planet in the solar system?
Jupiter
Where can we access the file to the Outbound Call tracker?
IRT Markham Chat under Files
What advice can you give a customer during an escalation about long wait times?
- Omni dial
- Self-serve options on mobile app/ew
- Calling on off peak hours
What do you call a house made from ice?
Igloo
What is the tallest mountain in the world?
Mount Everest
Who tracks the outbound call?
LP Agent or RO?
RO is to track the calls as they are the ones calling out to customer.
What is the minimum limit for an Aeroplan Visa Privilege card?
10k
What is the longest river on Earth?
Nile River
What is Earth's largest continent?
Asia
T or F
RO must authenticate the customer before conferencing agent to assist the customer.
False
RO calls out, introduces themselves and the call out feature then conferences LP Agent to authenticate and assist customer.
RO should...?
Not make an exception due to customer's PD history and the transaction is not considered an emergency.
What are the primary colors?
Red, Blue, and Yellow
What is the deepest point in Earth's oceans?
Mariana Trench
Agent calls stating that the call was disconnected with customer. RO gives the OK for agent to call back the customer and authenticate.
Is that correct procedure?
NO - RO must be the one to dial out to customer then conference the call.
LP agent calls because they need a bypass for VBV for a $1200 trans to Best Buy. Cx is mobile auth with CVV2.
RO should...?
Cx is charged 3 NSF fees, as a goodwill be reimburse 50% of the total fees.
How much was the cx reimbursed?
$72
NSF= $48
What continent contains the most fresh water?
Antarctica