CS Pro Basics/Common Callflows
The act of intentionally depriving another person of his/her property or legal rights
What is Fraud?
The callflow for AccessDirect
What is Callflow--->Access to Services--->AccessDirect ?
Excessive and aggressive language directed at representative
What is abusive language?
Call reaches representative but no one can be heard -- Caller may have hung up or has phone on mute
What is an abandoned call?
The callflow for website trouble shooting
What is callfow--->common--->access to services--->website trouble shooting?
The number of security levels to fully secure a call
What is four?
The toll free number for AccessDirect
The process to handle an angry caller
What is the deescalation process?
Caller and representative speaking and call drops/ends during conversation, transfer or hold
What is a disconnected call?
Secure the caller
What is security--->verify caller--->secure the call?
What is Boeing Total Access?
The change effective date for toll free number
What is June 2019?
Callflow to hearing impaired callers
What is common--->access to services--->hearing impaired calls?
"Hello, this is [Name]. Are you still on the line?"
What is the script for abandoned call?
Navigation to the website for total access
What is callflows--->access to services--->total access?
Allowed to access Employees' accounts other than their own
What is authorized client contacts?
Two factors needed To authenticate to full access
What is BEMS ID, SSN & Password?
Dial 9+711 for hearing impaired employees
What is outbound relay calls?
Topic: CM - General
Subtopic: Abandoned Call/Caller Hung Up/Could Not Hear Caller
Wrap-Up: Add note indicating no one was on line
What is call tracking?
new identity for portfolio of benefits and programs provided to company employees
What is Your Total Rewards (YTR)?
YOU must advise each party that you are calling from a recorded line
What is an outbound/third party call?
Allows customer entering queue to hear wait time and choose whether to hold for representative or receive callback
What is Virtual Hold Process?
If caller does not verbally express satisfaction at end of call and situation could become potential escalation
What is Proactive Notification Process?
Conversation never occurs between caller and representative
What is abandoned call?
The callflow for when colleague suspects fraud
What is callflow--->common--->fraud--->what to do when---> when colleague suspects fraud?