Soft Skills
Which type of approach does SilverRock prefer is taken with customers?
Proactive approach
True or False: I can transfer the call to my supervisor if the customer is being abusive.
True
What genesys status should never be used?
Busy
If I need to make an Outbound Call where do I go in genesys?
Click on the Phone Icon to the left to start a call.
What websites can a customer utilize to find a repair facility?
What are examples of a trigger word?
Don't, Won't, Can't
Unfortunately
Please calm down
Who handles the agency complaints?
Customer Relations Department (CRD)
What averages make up total daily handle time?
Talk time, hold, and aftercall time
Which button do I click to get on Queue
Click the "Off Queue" button in the top right corner
What type of ancillary products are available to our DriveTime and Carvana customers to purchase? (Hint: There are 4)
When would it be acceptable to cold transfer a call?
High call volumes; Extended wait times
If a customer is threatening physical harm who should be alerted?
Management
What is the Quality Assurance expectation?
95% or higher
Under what section can I see my QA score?
Under "My Evaluations"
What type of a refund can a customer expect when cancelling a contract? (First 30 days vs. after 30 days)
First 30 days: Full Refund
After 30 days: Pro-rated Refund
Why is it important that we use empathy during our calls?
It allows us to connect with the customer and understand why they are feeling the way they are feeling.
How can you tell a customer is angry rather than abusive?
An angry customers is mad at the process or policy, anger is directed toward the company, upset with the experience.
An abusive customer threatens physical harm, or threatens you directly.
Why should misleading statements be avoided?
Can cause escalations and formal complaints
What section can you find your metrics?
Under Agent Performance
Under My Performance
What types of parts does SilverRock provide?
New
Used
Remanufactured
By using active listening what are some examples that we can assist the customer?
Allows us to assess the customer's needs
Allows us to transfer to the correct department if necessary
Assist in building a connection
Helps determine the root cause of the call
What is a Customer Service Empowerment?
Waiving deductibles at OEM for specific list of repairs
Contacting repair facility for updates
Offering Locked in Rental Rates
What needs to be included in the call greeting?
Company name
Your name
Department
When you are on a call, what are the steps to WARM transfer a call?
Transfer consult button, enter name of Queue and select Consult.
What is included in Carvana's Premuim coverage?