Call Flow
An agent must greet the customer within
5 seconds
Hold requirements:
Ask permission
Explain the reason
Wait for a response
Thank the caller
To build rapport, the agent must:
Communicate in an upbeat, positive, willing to help and constructive manner
Gains control of the call with
I can statement
Hold Duration:
2 to 3 minutes for regular hold
5 minutes for extended hold
what are SPICES
Smile, Pace, Inflection, Calmly breath, Emphasize key words
UMI
Full name
Address
Date of birth
True or false: All transfers must be cold transfers
False
Is "thank you for calling customer service. This is <name>. May I get your member ID?" an acceptable greeting? If no, give an example of a correct greeting
No
When are cold transfers acceptable?
When AHOD
What does NCQA Pronoun Scripting refer to?
Avoids using gendered pronouns