TSC
CALL CENTER BASICS
Refunds
QA
Job Aids
100

The very first person serviced by the Customer Care Team

Who is the Customer?

100
AHT stands for what?
What is Average Handle Time?
100
The Chase brand slogan.
What is Chase What Matters?
100
The number of behavior styles.
What is 4?
100
What would you call those things that would stop you from listening effectively?
What are Barriers to Listening?
200

Handles cases for Full Service Channel sales for on-site training for groups of 6 or more.

Who is Business Group Sales Team Full Service (BGST) 

200

The Aux Code when we are having system issues.

What is System Aux?

200
Satisfied or Loyal. You answer the customer's question.
What is Satisfied?
200
This behavior style is usally perceived as someone who takes charge but may sometimes appear as a bit bossy.
What is Directive?
200
Skills that allow you to address the customer's strong emotions, complex issues, or even de-escalate a call.
What are Reflecting Skills?
300

  • Works cases and calls for the Learn to Swim Facility Registration

Who is Tier 2 Phone Agents – Aquatics 

300

Also called a Lost Call where the caller hangs up before reaching an agent.

What is an Abandoned Call?

300
Satisfied or Loyal. You answer the customer's question and provide other options that make it easier for him to check his account.
What is Loyal?
300
This behavior style would pay attention to details.
What is a Systematic?
300
A Reflecting Skill used when customer has strong emotions.
What is empathy?
400

They ensure that all resources that enable you to take calls work.

What is GCC?

400

The Avaya Portal

What is the site to find our schedules?

400
The CSAT score you must get in order to pass a telesurvey.
What is 4?
400
This behavior style is the star of the show.
What is Expressive?
400
FUN STUFF!!! Sing a love song for the class.
FUN STUFF!!!
500

The web address for the Red Cross Instructors.

What is https://www.redcrosslearningcenter.org 

500

The Goal is 389.

What is Tier 1 AHT Goal?

500
This means to make something happen or to make things start.
What is to be a Catalyst?
500
The act of adapting your communication style to suit another behavior style.
What is Flexing?
500
FUN STUFF!!! Share a joke to the class!!!
FUN STUFF!!!
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