Q.A.
Outbound Disclosure
What is, "This call is being recorded for quality purposes."
When you cancel a OSC, you don't have to call them if they respond in WF?
What is "False". Every time an OSC is cancelled the OSC must be called.
How many business days do you send an account to SKIP?
What is 6 business days.
How much late charges can an ASR waive?
What is $100
What is the NPS goal?
What is 62%.
An example of branding.
What is "Ford Credit and or Lincoln Finical Automotive"
We are completing the RSK router prior to sending an account to SKIP.
What 7 states can you NOT ping a unit?
What is Colorado, Connecticut, Iowa, Nevada, Virginia, California, or Utah?
How much can a TL approve on an OPTU?
What is $2,000.
What does AHT stand for?
What is Average Handle Time.
Closing
What is, "Is there anything else I can help you with?" and / or "We appreciate your business!"
If you call in sick you can leave a voice message.
What is False, you must talk to a TL or COM.
What is the ASVL procedure number?
What is 671-004a
Who can approve an AUD?
What is a COM
What is your compliance goal?
What is 85%.
If you pull an account up by name, vin, or phone number you must verify?
What is the last 4 digits of the ssn.
Only the important complaints have to be filed?
What is False. All complaints must be filed.
In what states does the COE have to approve a template letter to be sent to the customer in lieu of TPI?
What is CT, NJ, NY, WI, NH.
How much can a TL approve for late charges?
What is $500
What is the AHT inbound call objective?
What is 7 minutes.
VAI
What is "First and last name, address, city, state, zip, and rpn."
TRAC stands for Terminal Replacement Adjust Case
What is False. Terminal Rental Adjustment Clause
Voluntary Early Term Procedure
What is 672/001
How much can a TL approve to charge off?
What is $15,000
What is the Outbound call objective?
What is 3 minutes.