Call Center Terms
Define Softphone.
Provides traditional phone functionality using only a computer, tablet, or mobile device and a high-speed internet connection.
A caller is letting you know he has to reschedule his second dose appointment because he has to attend his sister's wedding. What oracle number can you reference to best assist the caller?
Oracle numbers:
#23711 (Vaccine: Rescheduling Second Dose)
#12871 (Representative Procedure for an Irate Caller)
#12675 (Tier 2 Transfer)
True or False? My Qevaluation is my overall production score.
False.
Qevalution- QA takes a random single call and scores it based on the coaching form
KPI (Key Performance Indicator)- This is your overall score for that day.
What does "Hakuna Matata" mean?
It means No worry
Define Schedule Adherence
Schedule adherence is a workforce management metric that tells how effectively an agent follows their schedule.
A caller reports having a bad reaction after getting a COVID-19 vaccine and was wanting to report this to someone. What oracle number will you reference in order to assist the caller.
Reference Oracle #16572
CDC and FDA encourage the public to report possible side effects (called adverse events) to the Vaccine Adverse Event Reporting System (VAERS).
What are the names of Hade's minion name?
Panic and Pain
Who serves as Pinnochio conscious?
Jimini Cricket
Cold Transfer
When you connect the caller with the third party and disconnect the call
You have a caller requesting to cancel their 2nd dose appointment because they plan to receive their 2nd dose at a private site. She has not yet received her second dose.
What oracle number best assists the caller?
#23711 (Vaccine: Rescheduling Second Dose)
1) Keep the caller's second dose appointment in case their plans change
Who trained Hercules to be a hero?
Phil/ Philoctetes
What is the name of Andy's neighbor in Toy's story?
Sid
What Year did Disney Land Open?
1955