Abbreviations
What does "DSHS" stand for?
Department of Social and Health Services
When you fill out the contact log what should you include?
Callers first & last name
Inbound call
Sponsor tab
Category description
If the caller stated that they received a text from us do we still need to promote the feature.
No, we do not need to promote the feature
When necessary, can we give out hints so that a caller can figure out the address on file?
No, we can not give out any hint, it will result in a auto zero fail for your QA
What are some ways to avoid dead air?
Prompt the caller that you are placing them on hold, use the call hold feature, explaing what is happening during the call.
What is a SME and a MOL
Subject-Matter Expert & Member of Leadership
Can another family member interpret the call for the caller?
Yes, make sure that you add the assisting person's help. Example:
"Jane Doe's Niece Jamie Doe helped interpret the call."
A caller stated that they are receiving p-ebt information about Arthur & Aaron via text sms but not for Austin what should you do?
Inform the caller to resubmit Austin's information to start receiving texts for Austin's P-EBT account.
How much is the Summer benefit for 2023?
$120
If you put your caller on a 2-minute hold, can the QA team still hear YOU during the call?
ABSOLUTELY! The QA team can hear you during the entire call.
What does "BFA" stand for?
Basic Food Assistance
If you forget to capture the incoming call number, what should you do?
Insert 0000000000
A caller complains that they don't receive texts in a timely manner from us, what should you tell them?
We are experiencing a high number of messages & increased wait times. We do thank you for your patience.
When you update the address in ABMS what should you do?
ALWAYS; Repeat the address back to the caller. It might be hectic, especially if the caller has more than 3 children, but kindly explain that you have to repeat it back due to the companies' policy.
When do agents need to reach out to their leads?
Tech Issues, Need to change status, Attendance.
What does "FI" stand for?
Federal Interface
What do we refer the parents/guardians to in our notes?
The caller
"The caller needed a replacement card because"
Can SMS agents request a card via chat.
SMS agents can not request cards via chat, we refer the caller to the live agent.
We can not request cards for a caller who lost their card. True or False?
False! We can request a card for the caller. Make sure to add that to your contact notes
"The caller needed a replacement card because he lost his card"
When dealing with a hostile caller, what should you do?
Try to remain calm, do not take it personally & upload the situation in ESC chat. When the call is over, please upload the situation in the emergency tech tracker under “Hostile caller”.
What does "PAFM" stand for?
Please Apologize For Me
If your contact log does not save, what should you do?
Inform your lead that your contact log is not saving, change your status to "refresher training" & Re-submit the contact log.
You will not be able to log into ABMS without logging into the FortiClient VPN first?
True
When requesting time off in teams, what is the title section, you must submit.
OOO- Agent name - Reason title - Time in/out - # Hours off - Vendor name
[OOO - Imani El - Dr. Appt - 3 Hours - BCForward]