Dispositions
Did not connect- dead air
What are the two types of reports we fill out when having issues?
Call and platform reports
You should be in this status for your unpaid 30 minute lunch break.
On break
"I'm sorry about that. It's possible other companies are also following up on your request"
What is the name of the platform we use for time management?
Paylocity
You confirm a very interested customer's information but the call disconnects when you are waiting for an agent. What is the correct disposition?
Customer disconnected- call customer back right away
When should we report an agent using a call report?
If they're rude or cherry-picking
This status is for quick restroom breaks, water breaks, or while submitting any platform/call reports.
Coaching status
What's a good rebuttal for "I didn't make a request"?
"Am I speaking to __? Did you fill out a survey online recently?
When are you required to take your lunch break?
By the end of your 6th consecutive hour worked
If a shopper answers the phone and then hangs up without saying anything, what disposition do we use?
Did not connect- customer hung up
What report do we use when the dialer is down?
This status is for any 1x1's or team meetings
Meeting status
Rebuttal for "I don't want to change anything, I'm happy with what I have"
"I'm not looking to change anything, we're following up on your request for additional benefits"
How long do you have to be with IT before you're eligible for health benefits?
At 60 days, full time employees can have healthcare through IT
If a shopper does not qualify for a Medicare transfer, this is the correct dispositon.
Not interested- other- not eligible
How long is an extended wait time when filling out a call report?
3+ minutes
This status is used for any inactive time on the dialer.
Offline
A good rebuttal for "I can't talk right now"
"It won't take me but just a moment to confirm your information. We have you name as __"
60 days
If a customer is angry and yelling at you, but they do not ask to be put on the DNC list, what is the correct dispositon?
DNC List- requested by customer
What do you need in order to fill out a platform report?
Screenshot of issue and screenshot of when you first Start a chat with Live Help & when Live help ends conversation
This status is for any LMS training
Training status
"No, not at all. We're with Assurance, a prudential company. We pride ourselves on our A+ rating w/the BBB."
How many hours are we able to work up to a week?
No more than 40 hours