Handling Calls 1
Which call conclusion should be used when there is not a live caller on the line and you are met with dead air?
No Response
What are the 3 pieces of information you will always confirm with the caller, no matter what?
Phone Number
Email Address
Fax Number
Your shift must be at least ____ hours consecutively in order to receive a 10 minute paid break.
3
Pacific (PST)
____ % or higher is the minimum expectation for your Ready Score
90%
How should an email be verified?
The email address should be read back to the caller letter by letter, number by number.
When there are instructions in the Answer Phrase to accept them.
What is the maximum amount of hours you can work consecutively before you must take at least 30 minutes offline?
5.5 hours (US)
4.5 hours (CA)
Where can you find the pay calendar?
Go to the Team Site, hover over the People & Culture tab, click the dropdown arrow beside People & Culture (US), then select Payroll.
____ % or higher is the minimum expectation for your QA percentage in a month.
80%
What is the No Response call handling procedure?
- Give a natural pause (2-3 seconds).
- State the Answer Phrase a second time.
- Give a natural pause (2-3 seconds).
- State, "Caller if you can hear me, I cannot hear you. Please call us back. I will be disconnecting the line due to no response."
- Disconnect the call immediately, within 30 seconds of answering the call.
- Choose "No Response" as the call conclusion.
What type of transfer is used when transferring to the Suicide Hotline and how is this transfer used differently from other calls?
Cold Transfer - You will wait for an answer with the Suicide Hotline where normal calls are cold transferred as soon as the button appears.
When should you confirm your shifts in Yoco each day?
After you have gone offline after your last shift of the day.
For your first 8-12 week of employment, you are placed into what phase?
Learning and Development
____ % or below is the expectation for your ACW once you start to be tiered.
20%
What are the steps for handling a Cold Transfer?
- Complete all scripting fields prior to transferring
- Verify all required information
- Notify the caller you will place them on hold, click the click to dial phone number,
- Merge the call as soon as the button appears and leave the conference immediately.
What are the steps for completing a Warm Transfer?
- Complete all scripting fields prior to transferring
- Verify all required information
- Notify the caller you will place them on hold and then click the click to dial phone number.
- Once you have the client on the phone, advise the client that you have a caller on the line and ask permission to transfer the call.
- Once permission is granted, merge the call and leave the conference.
When during a shift that qualifies for a paid or unpaid break is the only time you cannot take your break?
The very beginning or very end of your shift.
What types of transfers are done for the Spanish Line, the French Line, the Client Service Line and the Supervisor Line?
Spanish line ~ warm transfer
French line ~ warm transfer
Client Service Line ~ warm transfer
Supervisor line ~ hot transfer
What score is formulated based on your QA, ACW, and Ready percentage that will then be used to determine which tier you are placed in?
Key Score
What are the steps for completing a Hot Transfer?
- Complete all scripting fields prior to transferring
- Verify all required information
- Notify the caller you will place them on hold and then click the click to dial phone number.
- When the client answers, advise the client that you have a caller on the line and ask permission to transfer the call.
- Once permission is granted, merge the call, introduce the client to the caller and leave the conference.
How should every message sent to the client be formatted?
- "Who" - Caller's first name or "caller"
- "Why" - why is the caller calling in? Important details should be listed as well.
- "What" - what does the client need to do in response? (i.e. - "Please call back", "Please email back", "No call back needed")
What are examples of situations that will not be approved if you were to make an adjustment in Yoco?
ISP Issues/ Internet Outages
Power Outages
Issues with Personal Computer Equipment
Time spent on AdaptiveU while not in learning time
What are some reasons to send Feedback on an account?
Typos
Suggestions
Technical issues experienced
Where can you view your performance stats?
Box Scores and Team Report