Yellow Offenses
True of False:
If the customer is unhappy with the price, we should refer them to customer service to have discounts applied.
We need to address the customer's concerns up front rather than relying on customer service to do so.
How many Red Offense Categories are there?
5
How many QA reviews do you receive per track?
1 QA Review per track.
How many points are on the call flow?
10
What is the most owned pet?
Freshwater fish
If an agent fails to mention that pricing is before HST, would they receive a write-up?
Yes. The write-up would fall under Yellow 1 - Underquoting.
Red 1 - CRAMMING
What is the escalation process for Red Offenses?
QA Review, Final, Termination.
Who grades your calls?
SCAs (Sales Compliance Analysts)
What is the airspeed velocity of an unladen swallow?
What do you mean, an African or European Swallow?
True or False?
If the customer is unsure if they will be able to keep their duct cleaning appointment, it is okay to assure them that they can make changes at any point.
TRUE
True or False:
If I fail to read Bill 59, I will receive a yellow offense for incorrect/missing recap or disclosure?
FALSE - This will result in a Red 4 Offense.
What is the escalation process for Yellow Offenses?
QA Review, Written, Final, Termination
How does the QAC test your knowledge when you receive a QA review?
Through Chat, E-learns, and a quiz.
(Any or all are acceptable answers)
What percentage of the earth is water?
71%
If you schedule a maintenance in DOK but fail to include the case ID in FUSE, which write-up would this fall under?
Yellow 2 - Issuing Order Incorrectly.
True or False:
If the grand-daughter provides her grandma's information and it is correct, you are allowed to proceed.
FALSE - This is a violation of the Privacy Act and will result in a Red Offense.
How will write-ups escalate within your first 4 weeks of employment?
Acknowledgements only.
When are appeals due?
Monday at 11 AM.
More people visit this country than any other country in the world
France
If an agent promises the customer that the issue with their furnace will be resolved without having to buy a new on, what yellow offense write-up would they receive?
Yellow Offense 4 - Misinformation
We cannot expressly promise anything to our customers. It's a good idea to let them know the technician will be able to assist them with any further questions.
What are the 3 reasons that an agent would receive a write-up for Red Offense 5?
1. Not reading the Callback Permission Statement verbatim.
2. Limiting the callback permission.
3. Incorrectly selecting the permission options in the tool.
How many days is a Red Offense Final write-up active for?
180 days (6 months).
Where can you find the most updated information on call flow and/or QA offenses?
What is the most densely populated city in the world?
Tokyo at 37 million