General Knowledge
How old must you be to be eligible for plasma donation?
Minimum 18 years old
Under what table in FAQs can I find the answer to "Can I donate?"
Eligibility
Michelle Alexander (DOB: 01/10/1981, SSN: 52214) calls in to find out her estimated next payment. What is it?
$20
What is the first greeting in the script?
Good morning, Thank you for calling OctaPharma Plasma this is... Who do I have the pleasure of speaking with today?
Where can I find the Escalation Link?
Under the paper clip in the script.
What do you do if the caller tells you they are having a reaction after donating?
Call the center, alert a TL, advise them to call 911.
Under what tab can I find "What is plasma?"
About Plasma Donation
Michelle Alexander also asks when her last 2 donations where. What are the dates?
04/26/2023 and 03/09/2023
Where can I find the disposition for answering donor fee questions?
On the Center info page of the script
First and last name, email address, contact number donor status, location, and contact details/ notes.
If a caller has a complaint about their center, what do you do?
Begin the escalation process.
Under what tab can I find information on referring a friend?
Refer a friend tab.
Trevor Hok (DOB: 03/24/1983, SSN: 52759) asks what is his estimated next payment. What is it?
$75
If a caller wants to file a complaint, what is the next page in the script I should go to?
The customer Service page of the script
Where do you save the information needed for an escalation?
In your notepad.
What identification is needed before donating plasma at an Octapharma center?
A current valid photo ID, proof of current address, and proof of social security number.
If a caller askes why their date for donation is far into the future, what is the correct response?
This is to let you know that staff would like to speak with you prior to your next donation.
He also asks If he is able to make another donation on 05/10/2023. What would your answer be?
Yes, is has been over 48 hours since his last donation.
It there is static on the line and the caller gets disconnected, what page in the script do I go to?
Telephone problem/Test
Who do I send the information for an escalation to?
Your TLs
In what case do we transfer the caller to the center?
If they are calling for a job interview or employment
If a caller asks, why is my payment different from the payment calculator, what is the correct response?
The calculator is an estimate only, and does not include new or unique donor fees. The payment calculator is programmed for returning donors only. Additionally, fees may differ based on location, and special promotions. Please ask your center staff about any specific programs they may be running.
Michelle Hughes (DOB: 01/21/1987, SSN:29643) states she next payment should be $100. Is she correct?
No, her next estimated payment is $75.
If the caller asks, "Can I donate?" and you answer their questions following the FAQs, what disposition should you choose?
Answered Eligibility Questions
Do you need to perform any further steps after following the escalation process?
No, ones you've completed all steps for an escalation you can close the call.