Quality Jeopardy

Greeting & Acknowledgement

100

What does the acronym CARL stand for?

CARL stands for Courtesy, Appreciate, Relay, and Lead

200

What is the total value of the Greeting and Acknowledgement Section on the Quality Form?

15 Points

300

We need to provide our greeting within...

To show Courtesy to our viewers, provide your polite greeting within...

15 seconds for phone contacts and

45 seconds for chat contacts.

400

What three (3) sections are needed to reassure the viewer that assistance will be provided?

Empathy, Acknowledgement, & Ownership

500

You must include 4 things when calling a viewer back, what are they?

1) State Your Name
2) Identify Yourself as a Viewer Experience Advocate,
3) Identify the Brand (Disney+, Hulu, or Star+)
4) Tell the Viewer the Call is Being Recorded.  

Workflow Accuracy

100

What does the acronym MARGE stand for?

MARGE Stands for - Main cause, Ask questions, Research, Guide the viewer, Ensure success

200

Name 3 account actions we could do to earn points within the Workflow Accuracy section.

Account Maintenance, Billing Inquiries, Cancellation Requests, Refunds/Concession Requests, General Inquiries

300

When assisting viewers with General Troubleshooting, what is the Minimum age requirement?

13 Years Old

400

TRUE/FALSE: We should offer the Bundle within the greeting of every Eligible Call.

FALSE: Though we want to offer a Bundle on EVERY Eligible contact, we must avoid mentioning the bundle in our Greetings or Closing statements of our interactions.

500

When do we NOT need to offer the Bundle?

The viewer is irate or requests an escalation, The viewer already has the promotion, The viewer is billed through a provider that does not support the promotion, A third party is calling on behalf of the viewer, the Viewer's account includes an exclusive promotion, Any case interaction marked with a Fraud Attribution, Ineligible for the promotion

Time Management & Soft Skills

100

What is the maximum recommended hold time?

Keep the viewer on hold for no longer than three minutes

200

TRUE/FALSE: We do not need to request permission to place a Viewer on Hold.

Hold Expectations: 

• Advise viewer about the length of any hold/wait time
• Keep the viewer on hold for no longer than three minutes
• Ask viewer's permission before placing on hold and ensure they reply yes/no
• Thank the viewer for their patience when returning from a hold

300

What type of language should be avoided when explaining a situation to a viewer?

Ensure your language matches the viewer's skillset when attempting to explain a situation or solution to the viewer.

• No internal verbiage (ex: Baymax, SASH, SVOD) or jargon (ex: LAN, DHCP, DNS).
• Give the viewer a clear understanding of the situation in simple terms.

400

How should you respond if a viewer expresses a negative sentiment about a product?

• Don't make negative statements regarding any product or organization.
• If the viewer expresses a negative sentiments regarding any product or organization, don't agree.
• Express joy or other positive sentiments when a viewer shows excitement for any product or experience.

500

How should you respond if a viewer expresses frustration or hardship?

• Take good notes as the viewer shares information so they don't have to repeat themselves.
• If the viewer expresses doubt or confusion, respond to their concerns and try to help. If you're on the phone, try to notice non-verbal doubts/frustration too!
• If the viewer expresses frustration or is experiencing hardship, show empathy.

Mishandling

100

TRUE/FALSE: If a Viewer is Angry we DO NOT need to send the Survey

FALSE: The agent is only to select the "Viewer requested no email survey" option under the following conditions:

• If the viewer has explicitly stated they do not want a survey
• If a minor created an account under their own email and the person reaching out to the Support Team is confirmed
  to be a minor during the interaction
• When a Viewer has opted out of a survey it is required to have notations within the case notes to provide the reason
  for the opt-out

200

PASS/FAIL: VXA saw the viewer enjoys watching The Mandalorian based on their watch history and begins to express their interest in the show stating they saw the viewer watched this show. Is this a PASS or FAIL for Mishandling, and which Question would this fall under?

FAIL: This would be considered a FAIL under the question: "Did the Agent follow proper policy with account disclosing guidelines with the Viewer?"

300

PASS/FAIL: The VXA requests the viewer's full Credit Card number during the Verification process. Is this a PASS or FAIL, and what Question would this fall under?

FAIL: We should never request full credit card numbers from a viewer over the phone or chat interactions. This would be a FAIL under the question "Did the Agent misuse sensitive, private, or confidential Information about the Viewer or Organization? "

400

TRUE/FALSE: Disclosing information in the Cannot Disclose columns of the KB article is fine as long as the viewer is verified completely.

FALSE: Disclosing information in the Cannot Disclose columns of the KB article will be labeled as Mishandling on the Quality Guide. This results in an auto-fail on your QC for that contact. 

500

TRUE/FALSE: If we disclose the Case Number or information regarding the last time the viewer contacted us (after verifying), this will lead to an Auto-Fail under the disclosing information category within Mishandling.

FALSE: We can disclose the information below as long as the viewer is verified:

• Case number
• When they contacted Hulu
• Actions taken on account
• Promises/exceptions made
• Device used to make in-app purchases

Verification

100

What are the three (3) verification methods we use?

General, Account Level, Complete

200

What information is needed for each verification method?

General: No verification needed

Account:

1. Current or previous email address (including typos)
   • Partners/3rd Party may use the above or: Source Ref/Subject ID 
2. CC Type (Ex: Visa) and last 4 digits
   • Partners/3rd Party: Billing Platform or Partner

Complete: 

Account Level verification pieces AND:

3. Two pieces of content watched in the last month 
4. The device watched in the last month or the last time they streamed if there is no watch history in the last month. 

300

TRUE/FALSE: We need to obtain Complete Verification to correct a typo in an email address.

False, anything before the Domain (before the @ symbol) we can adjust with Account Level Verification as long as it is 2 characters or less

400

What type of verification is needed to switch a viewer's plan in Baymax+?

Complete Verification is needed when performing a Product Switch on a viewer's account. This also includes the addition or removal of add-ons. Any and all required disclosures/terms must be read verbatim and agreed to by the customer.

500

TRUE/FALSE: If the PayPal email address matches the Account Email address, we do not need to verify the PayPal email address once again.

FALSE: Though the two emails match, we must receive verbal verification of the PayPal email address to achieve the full value of verification within the Quality Form.