Hold/Transfer
Callers should be informed that holds are brief and _________.
Silent
A period of silence that can often be confused with a disconnection is ___________.
Dead air
Heather called in and requested to enroll into the Medicare Advantage Plan 1 HMO. The licensed agent followed Heather’s request and submitted an application for the Plan 1 HMO. This is an example of ____________.
Poor call control
The usage of profanities or eating on the phone would be considered ___________ conduct.
Unprofessional conduct
The best practice is to ________ before placing callers on hold.
Ask for permission
_______ are abbreviations formed from the letters of other words and should be avoided on calls.
Acronyms
Name 1 thing you can do that can help you keep control of a call.
Asking questions / setting an agenda / giving a thorough review of coverage
Topics that would not be discussed in ______________ should also not be discussed on the phones.
In the workplace/in office
________ is the maximum amount of time a caller should be on hold.
2 minutes
Beginning a sentence while someone else is speaking is known as ________ and is considered rude.
interrupting
Having call control means that you stay on topic and the caller is ____________.
Is not leading the conversation
Some examples of background noise would be babies crying and TV’s playing. These are in violation of _______________.
The work from home agreement
When completing a transfer, what 2 procedures are expected?
If a prospect expresses trouble hearing an agent, 2 things the agent could do to fix this issue are ___________ and ___________.
If off-topic conversations are kept at a minimum, they could contribute positively to a call in the form of _____________.
Rapport building
A licensed sales agent giving advice on how to do taxes would be considered ________________.
Outside of Scope