Policies and Procedures
A Pop Up states the account has been converted. After the account has been verified what should you advise the merchant.
What is tell them the account is being handled by merchant services
and provide their number and warm transfer the call.
Your notes should be a ___________ of what occurred during the call.
What is snapshot.
When you ask the caller to place them on a brief hold, when should you return to refresh the line.
What is within 2 minutes?
This score was previously considered passing for an evaluation.
What is 90.
You can receive the 5 additional points on your evaluation only if you satisfy all other categories first. This is called __
What is WOW!
What can the Principal on the account verify prior to assisting them?
What is the last 4 of their SSN or the full FTID
Your case should not contain things that ____ _____ _______.
What is did not happen.
According to the pop up, converted account should receive this.
What is a warm transfer?
Not creating a case will cause this to happen.
What is an AutoFail
The____ is responsible for submitting the dispute to the Call Quality Inbox for review.
Who is the Supervisor?
After you resolve no line or connection error you should do this before the caller hangs up.`
What is perform a test transaction.
You should have no more than ____ open cases assigned to you.
What is 10.
Prior to placing the caller on hold, you should do this.
What is ask permission and wait for a response.
Name 3 AutoFail reasons.
What is Failure to Create a Case, Failure to Obtain and Email, Failure to Insert Email in a Case, Rude and Discourteous, ACD Abuse or Call Avoidance.
Ensure that the issue(s) is resolved in one call. Set the proper expectation if unable to resolve in this call. Points are awarded for this category
What is Problem Resolution?
For the ____ of your account, can you provide your business name, street address and city,
state, zip?
What is Security.
You should set one of these to follow up as promised.
What is a reminder.
When transferring to another department is greater than 60 seconds you should do this.
What is return to the caller, thank them for holding and offer to place them in the queue.
The agent is expected to treat the caller with respect and provide a positive interaction. Avoid use of slang/jargon is listed under which CQ line item?
What is professionalism.
When you Avoid dead air or long pauses throughout the call and keep the merchant updated of your actions during the call? You are awarded points for
________.
What is Efficiency?
When you offer additional assistance, verify or obtain email, advise of survey, and thank and brand the call, this called.
What is Closing
You shouldn't use to many _________. The next agent may not know what it means.
What are abbreviations?
This is what you would ask if hold time will exceed 2 minutes.
What is set the proper expectation for a longer hold and wait for a response.
Do not make the caller repeat themselves unnecessarily. Listen to understand falls under which category on your call evaluation?
What is Active Listening?
Seek every opportunity to provide the merchant with as much knowledge and information regarding our suite of products and services as possible. A well informed merchant is an___ merchant.
What is Educated?