Agent Call Stats
When should you Warm Transfer instead of Direct Transfer a call?
When the Solution Center Path specifically directs you to Warm Transfer
What is the Solution Center definition of an Abusive Caller?
How many levels of Words Matter are there?
5 levels
When should we read the call recording disclosure?
When a new party is present and engages in the banking conversation.
What information is needed for the Call-off Process and what are the 2 key steps to the Call-off Process
CCMS Number and Last 4 of SSN
1. Call off via the IVR line
2. Notify a member of management of your absence
What survey scores (1-10) positively impact your OSAT statistic?
9 and 10 survey scores = :)
What are the 2 regulatory steps in researching a fee refund request? (Hint: Look for the Red exclamation marks)
6. Confirm the client directly or indirectly requested a deposit fee refund.
9. Select only the fee(s) discussed with the client
Roleplay how you would recap and close the call with survey if the client was unhappy with the solution given.
Did they mention the survey was about their specifi
1. When Quoting interest rates to the client, We have to quote the rate to the _____ decimal point.
A. First
B. Third
C. Second
C. Second
For a 40 hour work week, how many hours are you allowed to miss before moving to the next step of accountabiltiy? What is the required scheduled adherence percentage per week?
4 hours in a 40 hour work week
90% Adherence
What are the 3 things you can do to avoid shrinkage?
1. Take breaks/lunches on time
2. Show up when you have a schedule shift
3. Have approved reasons to be off the phones, no time can be unaccounted for
What processes do you follow in Synergy to initiate a billing dispute on a transaction before getting to BOLT?
1. Locate the disputed transaction in Synergy Web.
2. Confirm the merchant did not reissue a credit.
3. Confirm a prior claim is not present for the transaction by viewing the Existing Claims window and clicking View All to display all client claims.
4. Ask the client for the mailing address and confirm it matches the account address in the Address field on the Customer profile.
5. Identify and select the transaction(s) in Synergy Web.
6. Select Initiate Claims Case dropdown list under Actions.
7. Answer the clarifying questions in Guided Assistant - Claims tool. The tool will determine the claim type.
Roleplay a Digital 1st conversation when the client declines the offering the first time using Words Matter
Did they use Personal Attestation phrases?
Did they use strong words?
Did they use clarity through clear and consise words on what the email contains?
What are the five required fields that must be filled out when filing a complaint?
Problem, Problem Details, Research, Resolution and Concern Detail.
How often should you be viewing/checking your Time Sheet in CCMS?
How long do you have to inform your Manager that you need a Time Adjustment, whether positive or negative?
You have 24-48 business hours from the day you need the adjustment to inform your Manager (i.e. next scheduled shift)
Explain what the AUX statisitic is and what the goal is.
The AUX statistic is the percentage you are in unavailable on softphone without an active call on the line. The goal for AUX is 1.5% or less.
What questions should be asked in the process of troubleshooting common Mobile Banking Issues?
What type of device are you using?
Do you know which Operating System (OS) you have?
Is the issue with the mobile app or a mobile browser?
Has it worked for you in the past?
When did it stop working?
Have you installed any new apps?
Has the device been damaged?
Are other apps on the device functioning properly?
Roleplay a Declined Fee Decision Refund call using Words Matter.
Did they use Personal Accountability when communicating the decision?
Did they acknowledge the call reason without insinuating they would be able to grant refund?
Did they utilize Digital 1st for ways to avoid fees in the future?
What would you advise an AVS verified agent if they ask for a Temporary Passcode without client on the line?
What free service does Teleperformance offer to employees experiencing personal or workplace problems, included but not limited to:
· Stress, anxiety, depression
· Relationships, family, parenting issues
· Substance abuse
· Anger, grief, loss
· Life transitions
· Referrals for additional treatment as needed
The Employee Assistance Program (EAP)
Contact Information:
Phone: Counselors are available 24/7 by phone at 877-240-6863
Online: www.healthadvocate.com
o Click on member login on the far right
o Choose your organization: Start typing Teleperformance USA and it will be available to select from the drop down menu. (Please note: TPUSA and other acronyms will not work)
Mobile: Download the HealthAdvocate app available for free in the App Store or on Google Play.
Name the Six Key Call Statistics and the Goals for each? (Disclaimer: Must be within 2% margin of actual goal to be correct)
OSAT - 88%
AHT - 340
Transfer Rate - 13%
Complaints - 20%
Digital 1st - 25%
Quality - 95%
What steps must be taken with the client if they receive the "Card Verification Required" error message when adding a debit/credit card to their Digital Wallet?
1. Obtain the name of the digital wallet and the last four digits of the physical card being added.
2. Locate the digital wallet to be activated.
3. Click the Activate link.
Roleplay an example of how to de-escalate an angry customer using Words Matter
What strong words were used?
Did they use Pleasantries (Please, Thank You, Proper Names)?
Did they acknowledge the call reason?
Did they identify Digital First opportunity?
Did they use Personal Accountability using I v. We?
What information can we provide to a co-owner/co-borrower on an existing DCN case vs. a third party?
We can disclose account numbers, balances, and other personal account information to any signer on the account.
No information can be provided to third parties, you must Warm transfer to Estates Servicing Operations Department.
What are the 5 Corporate Values of Teleperformance?
1. Cosmos | Integrity. Absolute. Harmonious. Universal. I say what I do, I do what I say.
2. Earth | Respect. Deep. Nurturing. Abundant.
3. Air | Innovation. Inspiring. Renewing. Dynamic.
4. Metal | Professionalism. Crafted. Solid. Reliable.
5. Fire | Commitment. Steady. Strong. Radiant.