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A new member calls in to WHOOP who already placed an order but hasn't received it yet…… do they still need to be verified fully?
Yes
Call control (7 points)
Please place the following in the correct order of operations when it comes to the proper call flow.
Ask what we can help with
Audio recording disclosure
Ask whether they're calling about their own account or someone else’s account
Determine which verification pieces to ask for (their account or another members account)
Greeting/Introducing yourself
Ask if there is anything else we can assist with while we have them on the line
Assist with the callers described issue
Collect verification information
Greeting/Introducing yourself
Audio recording disclosure
Ask whether they're calling about their own account or someone else’s account
Determine which verification pieces to ask for
(We should always ask the initial 3 verification questions first before moving on to the alternate questions. If calling about another members account, would need to proceed with authorized user verification)
Collect verification information
Ask what we can help with
Assist with the callers described issue
Ask if there is anything else we can assist with while we have them on the line
What are the 5 Case Note fields everyone must fill out? (5 point question)
Contact Reason
Actions Taken
Next Steps Required
Additional Information
Relevant Past cases
Can you leave an internal note section blank if there are no relevant pieces of information? Why? (Explain your answer)
No, you should at least fill in “N/A” or “No relevant information” - this way it will prevent QA from thinking that you forgot to fill in a section.
Can you edit a previous case note after a member response instead of posting a new updated case note above the response? Why? (Explain your answer)
No - if you edit an existing internal case note after the member responds instead of posting a new updated case note above the response, it would appear that you were predicting the future of whether a troubleshooting step would work or not
What are the initial 3 verification questions?
- Do you NEED to ask these 3 before moving onto the alternate questions?
First and Last Name
Email associated with the account
Sensor ID
- Yes, always attempt to gather these 3 before moving on to the alternate questions
What are the alternate verification questions?
Last 4 digits of CC on the account
Date of Birth associated with the account
Shipping Address associated with the account
Order Number
Is there a doc you can refer to with all MCR fields?
"MCR Resource Guide"
What is an easy way to utilize the MCR Resource Guide?
Command + F to search key words that will help you narrow down the correct MCR field for your specific case
If you do not fill out all Case Fields, how many points off would this be marked down?
9 points off
What are the required Case Fields to fill out? (7 point question)
MCR
RMA
Products
Cancelation Case Resolution
Contact Details
Subject Line
Case Details
If you do not inform members of the recorded line, would this result in 9 points down or an auto-fail?
Auto-fail, just like verification questions