Yellow Offenses
Red Offenses
Escalation Process
General
Fun Facts
100

How many Yellow Offense categories are there?

4

100

How many Red Offense Categories are there?

6

100

How many QA reviews do you receive per track?

1 QA Review per track.

100

How many points are on the call flow?

10

100

What is the most owned pet?

Freshwater fish

200

Telling a customer to call in to have their technician installation charge waived would result in which write-up?

Yellow 1 - Incorrect/Missing NRC (Setting incorrect expectations for an NRC)

200

The customer asks you: "Do I have to get the home phone?"

You answer: "Yes it's included in this package."

What write-up would you recieve?

Red 1 - Slamming

200

What is the escalation process for Red Offenses?

QA Review, Final, Termination.

200

Who grades your calls?

SCAs (Sales Compliance Analysts)

200

What’s the most common letter that appears in the English language?

E

300

Which Yellow Offense is this?

Setting improper expectations for the customer’s products, services, installation, etc. Setting improper expectations of the brand itself.

Yellow 4 - Misinformation

300

Telling the customer that we do a soft credit check would result in which write-up?

Red 3 - Disparaging Credit Check

300

What is the escalation process for Yellow Offenses?

QA Review, Written, Final, Termination

300

How does the QAC test your knowledge when you receive a QA review?

Through Chat, E-learns, and a quiz.

(Any or all are acceptable answers)

300

What percentage of the earth is water?

71%

400

What is the most common Yellow Offense write-up?

Yellow 3 - Incomplete/Missing Recap or Disclosure.

400

What is the most common Red Offense write-up?

Red 6 - Failure to Follow the Correct Callback Permission Process 

400

How will write-ups escalate within your first 4 weeks of employment?

Acknowledgements only.

400

When are appeals due?

Monday at 11 AM.

400

More people visit this country than any other country in the world

France

500

Telling a customer to call in for a sooner install date would result in which write-up?

Yellow 4 - Misinformation (Setting the improper expectation)

500
Customer: "My wife gave me permission to put this account in her name."

Agent: "Sounds good. What's her information?"

If the agent proceeds without the wife giving permission on the recorded line, what would the write-up be?

Red 4 - Failure to read the credit check statement verbatim AND Running Credit Without Consent

500

How many days is a Red Offense Final write-up active for?

180 days (6 months).

500

Where can you find the most updated information on call flow and/or QA offenses?

500

What is the most densely populated city in the world?

Tokyo at 37 million

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