Welcome Call Expert
True or False, When calling from your manual list, Welcome Call advisors must verify RPC and read all disclosures in PEGA in order for PEGA to show you the next steps of the call flow.
False. Manual List is worked through Vision and Genesys as normal. Only Dialer and inbound calls are via PEGA.
What are the three functions still in Vision
DNC, Payoff Quote, and Call Window Preferences
True or False, you can delete an A3P in Pega by selecting Manage A3P
True
True or False, PEGA will disposition for you in Vision
True
When selecting Wrap-up disposition you will always select ________ if applicable, otherwise it will be ________
Welcome Call, General Inquiry
If you want to avoid unresolved cases, what do you NOT select and where is it usually located?
Cancel, bottom left of the case.
What are three items you are no longer saying in the Welcome Call Flow on or off PEGA
Dealership experience, Ancillary Products, and TCPA (Consent to Contact) by itself. PEGA will prompt you to say this
Where do you add a note if you verify a customer (make RPC) and they hand the call over to the co-buyer
Pulse - we still disposition normally to ensure Dialer knows RPC was made but will also include details regarding the handoff
What is the last item in the Welcome Call Flow in Pega before you wrap up the call?
Review
We call the buyer's number on the dialer and another person answers and states they are the cobuyer. We hit fail and search the number in PEGA, it still only populates the buyer's name. What steps should we take to ensure we have the correct party on the line?
Search the phone number via Vision, Once we get the account number - we will search the account number in PEGA in order to receive the co-buyer. We want to update the co-buyers number if they indicate this is actually their best contact number.
What are the 4 Steps you take if your PEGA has an error and you are no longer able to click through the call flow or work in PEGA?
1. Cancel this work and see if that let's you restart call flow.
2. F5 to refresh to see if that let's you restart the process.
3. Work through Vision instead for positive customer experience
4. Screenshot the error and send to your manager with caseID to ensure we are keeping track of any recurring issues.
What scenario would require you to use a falcon notation in Vision:
Account specific DNC
Do you need to make any changes to your autopay plan should only be read to _____ accounts, even though it appears in PEGA for all accounts.
DriveTime
After you verify the customer and read necessary disclosures, what do you need to do next?
Add a case for Welcome Calls
If we update or edit a ________ in Vision. We may potentially receive a compliance violation for failing to read the __________
Phone number or number, TCPA Disclosure or disclosure.
A call is transferred to us in PEGA and the customer states the vehicle we have is his old vehicle. What tab and what area under the tab must we select to toggle to the correct vehicle?
Accounts tab, under Vehicles (Can also say the drop-down under vehicles)
What are the steps to properly transfer a customer to Customer Service in PEGA
Place the customer on hold, then select transfer button (arrow), type in Queue, hit consult, once connected with the CS Advisor, hit transfer button again and select complete, then wrap up in the Genesys window
Autopay, Welcome Call, and Change Employer .
In PEGA, What tab AND section in the tab holds the full VIN
Accounts, Vehicle Details tab, Vehicle Details drop down (summary section is also acceptable)
What is the wrap up Disposition when you only speak with a guest or A3P
General Inquiry. Guests and A3P cannot complete welcome calls so it would not be an available option.
We talk through call windows during the _____ section of PEGA Welcome calls and we talk through credit during the ______ section of PEGA Welcome Calls.
Self Service, and Important Topics
What are the four types of Knowledge articles in PEGA and what are each primarily comprised of/used for?
Knowledge articles -general overview of topic or concept
How to - These articles provide a step-by-step process
Resource Articles - links, file attachments, commonly used items
Templates- call templates, letter, templates, etc
Where do you go to see previous pulse notes if your customer references a previous hand off or one off scenario during their last welcome call
History, Select case ID based on when customer stated call took place, select Pulse
Customer name, last 4 SSN, and last 6 of VIN
What are the available business types listed in PEGA
Attorney, Dealership, Impound, Insurance, and Repo Vendor