Call Back
Do you need to offer a call back is extensive research is needed, and my supervisor or the support team is available to assist?
No, we should ask for assistance to the support team or supervisor.
True or False:
Before escalating a call to a supervisor, it is your job to try to de-escalate the caller by convincing them that you can resolve their issue
True
What is the allowed time for a Normal Hold?
2 - 3 Mins
What are the two types of transfers we handle?
Warm Transfer and Cold trasnfer
True or False:
There are some scenarios when we do not need to do a recap.
False, we always need to do a recap
True or False:
Every promised callback must be completed without exception
True, we always need to complete the callbacks without exception
What is the name of the JobAid related to Escalations?
Customer Service Call Escalation Process
True or False:
We always need to ask permission before placing the member on Hold
True
When can we complete a Cold transfer?
When we received the instruction from Operations due to high call volume or when the other dept has an extended hold time.
What is NCQA?
Avoid Pronouns and called the member by the preferred name.
If the callback goes to the voice message, what information should be state on the voice message?
Your Name
Where you are calling from
How you can be reached
Hours of operation
How many times do we need to try to de-escalate a call?
One time
Tuer or False:
Is not require saying Thank you to the caller for holding
False, we always need to thank the caller for holding
Are we allowed to share extensions with the caller?
No, the extensions are only for internal use
What is the last step on the call flow?
Close with positive statement
What is the time frame to reach out to a member after the inquiry is returned to the agent?
24 - 48 Hours
True or False:
If we identify that the member has been calling multiple times for the same inquiry, we need to send an email to our supervisor
True
When can we use an extended hold?
When reaching out to another department
Should we offer the direct phone number when transferring the member?
Yes, we need to offer the direct phone number
Mention the 4 different authentications on the Dash Scripting:
None
Partial
Partial with the address
Fully
If member does not answer the call back, what should you do next?
Send a request to member correspondence in order for them to send a letter with the information of the call back to the member.
Mention 3 techniques to de-escalate a call
Listen
Remain Calm
Apologize sincerely Be reassuring
Provide options and solutions
Recap and Next Steps
If we need more time on Hold can we refresh the member and ask for more time?
Yes, we can
True or False:
When completing a connection to another department we do not need to use the Hold Procedure
False
What is the name of the step where we need to ask if we can ask questions?
Transition to probe