Elements of a Call
Call Procedures
Scheduling
Style Guide
Service Types & Scenarios
100
What two words does each message need to start with?
"Caller states"
100
When do we accept recorded calls?
When it directs us to in the greeting/bubble.
100
The time zone Google calendar defaults to
PST
100
The purpose of the style guide
To standardize communication to our clients and have the messages be indistinguishable between agents
100
What service type is appropriate for the following scenario: My top outlet isn't working and I wanted an estimate for service.
Electrical
200
What 4 fields will we always verify unless directed not to from scripting/red directive?
Name, Phone Number, Email Address, Physical Address
200
You have to send a message for any call that is over how many seconds?
50 seconds
200
The reason we click the three dots, then click "display this only"
So we only schedule on the calendar we wanting to book for. To not schedule on multiple client calendars.
200
The correct format for an apartment G62
Unit G62
200
What service type is appropriate for the following scenario: My bathtub won't let out any water.
Drains
300
What field do almost all message clarifiers go in? BONUS! What do we put before and after clarifiers?
Name field, after the caller's name. BONUS: "curly" brackets { and }
300
When is it okay to leave a field blank in scripting?
NEVER!
300
What are the 5 fields we need to check when filling out a Google calendar appt?
Title(Name/Phone Number), Time/Time Zone, Location, Color, and Description (Caller states message)
300
The three acceptable notations for a blank field
"Declined", "On File", or "N/A - with reason"
300
What service type is appropriate for the following scenario: I need my tank pumped.
Septic
400
What are two examples of a message clarifier?
EMPLOYEE, EARLY DISCONNECT, URGENT, REPEAT CALLER, CANCEL/RESCHEDULE, CALLER ID, HEARING IMPAIRED, LANGUAGE BARRIER
400
DOUBLE JEOPARDY
The introduction you say when calling an on-call
"This is (name) with the service. I have (callers name) on the line regarding (issue)."
400
The two parts of Google Calendar scheduling the changes depending on the company
Calendar name and Setting the time zone
400
The correct message format for when Mike the on call has you relay they no longer offer landscaping services to the caller.
Per on call Mike, advised caller we no longer offer landscaping services.
400
What service type is appropriate for the following scenario: I need a gas lined connected to my stove.
Plumbing
500
When can you deviate from scripting?
Only when directed by an employee of the company you are answering for
500
How do we handle dead air calls?
Repeat company greeting twice, then say: “Caller if you can hear me I am unable to hear you. Please disconnect and try your call again.”
500
Identify the error in the screenshot
No timezone is selected.
500
The difference between putting an alternative number in the message field versus the "Ext" field
If there is a message field we include it there, but if there is no message field we will include it in the "Ext" field
500
Identify the error in this image
Service Type should be plumbing, not drains.