Scorecard 24
Which questions are marked as critical on the new scorecard
1.3 - Tier 2 verification
6.1 - Notes
How many points on the scorecard is offering a CSAT worth?
5%
Name 3 of the most important skills for a call centre agent to have?
Examples (or anything applicable):
Active listening
Empathy
Rapport Building
Patience
Call Control
Problem-solving
Clear communication
Payroc Training Portal (training.payroc.com)
What two questions on the new scorecard are worth up to 10 points?
Did the rep take ownership of the issue using the relevant systems and adhere to proper procedures to resolve the issue(s)?
Did the rep log accurate, professional and detailed notes into the appropriate system(s)?
How many questions are asked by our survey?
What are the three expectations when placing a merchant on hold?
Ask permission, set expectations and thank them for their patience when back
What is the score band for meeting expectations for QA?
While on a call, you are required to look at a number of different transactions that may take you longer than 20 seconds to get access. What should you do?
Set expectations with the merchant and use this time to build a rapport
OR
Place merchant on hold (follow hold procedures)
Can you guess the amount of CSATs offered by operations?
52,000
In the QA and Training space on Confluence. Under which section can you find tips on how to improve your soft skills?
Tip of the Week
What is the name of the Pay by Cloud training module on the training portal?
PayByCloud: Product Knowledge