Terminology
Instead of saying pickup, we should use the word...?
Return
We can settle an account with a third party.
False
Red Errors are worth how many points?
5 points
What is our coach's name?
Guillermo
Instead of saying Merchandise, we should us the word...?
Property
True!
Missing calls means you and Acima is missing out on money.
Orange Errors are worth how many points?
3 points
If Periscope is not pulling up settlement offers, how can you calculate each amount manually?
90 day settlement = multiply DLR by 90
60 day settlement = multiply DLR by 60
30 day settlement = multiply DLR by 30
Instead of saying purchase when verifying the merchant, we should use the term...?
We can accept bank statements as long as it's a screenshot from the customer's phone.
FALSE.
Yellow Errors are worth how many points?
1 point
When are appropriate times to use floor coaching?
What are the steps if an agent need to use floor coaching?
After a really long call that needs extensive notes, emailing resolutions, when a supervisor or coach needs to explain something.
You MUST request to use floor coaching in Main chat before going into FC!! Let main chat know when you're done.
Instead of balance, we should use...?
Purchase
A charge off account happens when the account is past due for +120 and haven't made a payment in +60 days.
True
Tier 2 agents are expected to have an average QA score of ___% in order to be eligible to relegate to Tier 1.
Tier 2 agents are expected to have an average QA score of 89% in order to be eligible to relegate to Tier 1.
Explain the steps to turning off apay upon cust req.
Adv that per section 12 of the lease, customers authorize apay.
Offer to adjust payment due dates.
Customer can add a prepaid card to the account.
Advise of possible fees and ODRs.
Instead of First Early Purchase Option we should use....?
90 Day (or 3 Month) Purchase Option Expiration.
If a customer threatens an agent, acima, the merchant, or to take their own life, we must email management immediately.
True! You will email a brief explanation of what happened on the call.
Tier 1 agents are expected to have an average QA score of ___% or above each month.
Tier 1 agents are expected to have an average QA score of 90% or above in a month.
Explain the process of using secure pay.
Enter in lease #.
Enter in phone #.
Select the correct language.
Transfer the customer.