American Culture
How many states are there in the United States?
There are 50 states
Name three parts of speech with examples.
Nouns (house), Pronouns (he), Verbs (speak), Adverbs (quickly), Adjectives (small), Prepositions (at), Conjunctions (and), Articles (an), Interjections (Hey!)
Name two metrics that are used to measure performance on our campaigns?
AHT, QA, FCR, CSAT, NPS, adherence, hold time, talk time, wrap-up time, transfer rate
What does it mean when we say a customer is irate?
Irate means feeling or showing extreme anger, usually because you feel you have been treated unfairly.
What is the standard phrase we use to open a call? Use any campaign opening as an example.
Thank you for calling "WOW", my name is Johnathan, how can I help you today?
What is the meaning of outsourcing?
It's a business practice where a company hires an external third-party provider to perform tasks, handle operations, or deliver services that would normally be done by its own internal employees.
What holiday is celebrated in the US on July the 4th?
Independence Day
What are the three ending sounds for regular verbs in past tense? Give an example for each.
T, D, ED
talked, learned, communicated
Name two campaigns we have reviewed in class and explain what they do as a company.
BILT (rent), Marsh McLennan (healthcare), Reflex (retail positioning), Starbucks (coffee shops), Bath and Body Works (retail), United Healthcare (healthcare)
What does it mean to "let a customer vent"?
It means to allow the customer to let out their frustration. To vent means to express a strong, often negative emotion—such as anger, frustration, or stress—by talking or shouting about it.
Name three pieces of information we commonly use to verify a customer’s identity.
First and last name (full name), DOB, email, address, account number, customer ID
Read the following words:
control / policy / unfortunately / technically / condolences
Watch the word stress on these words:
conTROL / POlicy / unFORtunately / TECHnically / conDOlences
Why is the United States called a melting pot?
This term is used to describe the US because a melting pot is a place or situation where different people, cultures, and ideas mix together to form a single, unified society.
What is the difference between the adjectives that end on "-ed" and the ones ending on "-ing"?
Usually, adjectives that end on "-ed" describe how a person feels, and the ones ending on "-ing" describe an object. Example: He was excited about the news. / We got some exciting news.
Why is compassion the most important company value for United Healthcare?
Because many of their members are elderly people going through complicated health situations. Many times they are going through this alone.
What is the difference between empathy and ownership. Include an example for each.
Empathy - to let the customer know we understand how they feel and apologize if necessary - "I'm sorry you had to go through that, it must have a been an awful experience."
Ownership - to let the customer know we are there to help - "I will be glad to assist you with that"
What is the meaning of “call recap”?
It's a brief summary of what happened on a call, mainly, the reason why the customer called and the call outcome.
What is a mortgage?
A mortgage is a special type of loan used to buy a house or other real estate, where the property serves as security (or collateral) for the money you borrow.
What is a federal holiday?
A federal holiday in the United States is a calendar day officially recognized by the U.S. government when non-essential federal offices close and federal employees receive a paid day off.
What are count and non-count nouns? Give an example of each.
Count noun - noun that represents something that can be counted using numbers and can take both singular and plural forms. Example: one book, three books
Non-count noun - a word that refers to something that cannot be counted individually, has no plural form, and always takes a singular verb. Examples: sand, water, homework, feedback
What is the difference between attendance and adherence?
Attendance - refers to attending work, being present at work on the day that you are supposed to be there.
Adherence - refers to following your schedule, sticking to your schedule and complying with your obligations according to your what your schedule says. Example: take your break at 9am, end your shift at 5pm, etc.
What is the difference between attendance and adherence?
Attendance - refers to attending work, being present at work on the day that you are supposed to be there.
Adherence - refers to following your schedule, sticking to your schedule and complying with your obligations according to your what your schedule says. Example: take your break at 9am, end your shift at 5pm, etc.
How should we place a customer on hold? Say it as if you were on a call.
"Mr. Smith, may I place you on hold for 1-2 minutes while I check that information for you?"
What is the meaning of the abbreviation "OTC" drugs and what are they? Provide an example.
Over the counter drugs, medication we can get at a drug store without the need of a prescription. Examples: Acetaminophen (Tylenol), Ibuprofen (Advil, Motrin), Naproxen sodium (Aleve), aspirin, antiacids, Antihistamines: Loratadine (Claritin), Hydrocortisone Cream (1%), cough syrup, etc.
What is a credit score and why is it important to Americans?
A credit score is a three-digit number (from 300 to 850) that is used to express your creditworthiness (if you can be trusted to get a loan).
The credit score affects how likely you are to get approved for a rent, a job, a loan, a home, a car, or insurance.
What is a collocation? Provide an example.
It's a natural combination of two or more words that frequently go together in a language. Example: fast food, heavy rain, do a favor, make a payment.
Why do different LOBs have different AHTs?
Because every line of business has its purpose and its own call flow which affects the length of the calls. For example, a retention call could have an AHT 4-6min, and a tech support call could have an average AHT of 10-15min.
Why do different LOBs have different AHTs?
Because every line of business has its purpose and its own call flow which affects the length of the calls. For example, a retention call could have an AHT 4-6min, and a tech support call could have an average AHT of 10-15min.
What is the difference between a warm and a cold transfer?
Warm transfer - we must contact agents at other departments before transferring the cx to ensure someone will be ready to assist them once the call is transferred
Cold transfer - we transfer the call directly to another department without contacting other agents beforehand
What is the meaning of "PCI" and what is PCI compliance?
Payment Card Industry compliance is the adherence to a set of security standards designed to ensure that all companies that accept, process, store, or transmit credit card information maintain a secure environment.