24/7 Tool - CAC Help Desk
New/Upcoming Changes
Inbounds/Outbound Calls
Team Accomplishments
Fun Facts
100

The 24/7 Tool replaced the major use of which tool 

What is requesting case help via hangouts?

100

Fraud recoveries and disputes hours of operation

What is Monday to Friday, 8:00am - 6:00pm?

100

Level 1 verification for an inbound call

What is full name & DOB?

100
This agent celebrated a birthday in June (Hint: M)

Who is Matt?

100

Team member with the amazing ability to stand on their head

Who is Jeanne?

200

3 out of 5 required fields within the template details 

What is card type, caller's status, request, drivers, or sub drivers?

200

Rich Fairbanks announced we will work remotely until ____?

What is 2021 or the end of the year?

200

Something we advise to the customer when we verbally inform them of a rebill

What is the time frame of rebilling ?

200

A promoter shout out for the month of May

Who is Lele?

200

 2 out of 3 chefs on the team

Who is Sara, Danushan, or Stephanie?

300

Reason the 24/7 tool was implemented

What is hand raise reduction?

300

A new MasterCard rule that started July 17th

What is pre-arbitration or no more 2nd chargebacks?

300

Confirm this with a customer requesting a document/letter over the phone

What is the customers address?

300

A 2 promoter shout outs for the month of June

Who is Stephanie & Sherod?

300

Name 6 team members who's names start with 'S'

Who is Sara, Salimata, Samir, Stacey, Stephanie & Sherod?

400

Agents should check these resources before accessing the 24/7 tool (Name 2 out of 4)

What is looking for answers in CrWeb, emails, FAQs & Fraud Recovery updates?

400

A new Empath feature everyone is excited for!

What is bulk tagging transactions?

400

Two tasks to complete when a 3rd party comes to the phone

What is asking the primary for consent to speak with 3rd party & call recording disclosure

400

The reason DOMs crashed our meeting last month

What is Neil was a ROLE Nominee?

400

2 team members who chose this place as their favourite place to visit

What is Niagara Falls? (Samir & Colleen)


500

Assistance with this specific issue cannot be requested through the 24/7 Tool

What is system issues?

500

Agents are no longer required to complete account re-aging but instead will refer the request to ______

Who is Spec Ops?

500

At least 3 of 4 steps when warm transferring to customer service

What is giving your name & department, the account number, if the customer is level 1 or 2 verified & reason of transfer?

500

Agents who helped with call outs for the QA team

Who is Matt & Stephanie?
500

Neil holds a BA in _______ from _______ University

What is Sociology and York?

M
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