Basic Script
Caller is given option to receive resources by text message at the end of the call or given verbally to write down.
What is the Standard Greeting?
8 AM to 8 PM Monday through Friday, and from 8 AM to 5 PM Saturday and Sunday.
What are our Hours of Operation?
Caller is asking about rental assistance.
What is the tenant and landlord Que
In the middle of a call you start hearing nothing but static, what page in the Vaccine script is this on?
What is page 14 of what Vaccine script
What page of script is What is a Digital COVID-19 Vaccine Record?
What is page 15
That’s a great question. Unfortunately, I don’t have an answer available at this time. However, the state of California has additional resources that might help you. The California Coronavirus Response website, which is frequently updated with the most current information. If you’d like, I can provide you with that information now or text it to you at the end of this call.
What is the No Answer respons?
You must be one of the first two million individuals who start (and subsequently complete) their COVID-19 vaccine process between May 27 and July 18.
What is You call the Shot California program?
Covid line Que gets call from someone wanting to schedule an appt for booster.
What is Vaccine Line
Caller wants to know what the side effects of the vaccine are? What page of the script is this answer on.
What is page 60 & 61
I completed the Digital Vaccine Record portal 2 – 3 weeks ago and my record was not
found. I just received a text message. Now what? What page of the script is this on
What is page 17
Agent should always remember to address the 3 points when applicable: Additional assistance, thanking the caller and satisfaction survey.
What is the Standard Closure?
Number of days from the final vaccination dose for the caller to receive redemption code?
What is 14 days?
When do you TRANSFER to the Language line?
what is NEVER
I can’t find my email confirmation, but I need to cancel and reschedule. What do I do? What page on Vaccine script is this answer on
What is Page 86
How do i get my Digital Vaccine record? what page of the script is this on?
What is page 19
I am going to place you on a brief hold. I will check back in with you if it is going to last more than 2 minutes.
What is the Standard Language for Putting a Caller on Hold?
This is part of the qualifying workflow and must be asked before escalating to the help desk.
What are the Qualification Questions?
What is Digital Vaccine Record
I need to schedule my second dose appointment. What page of the Vaccine script do you start on?
What is page 96
Is this a vaccine passport? what page of script is this on
What is page 22
I am ready to provide that information for you <insert name>. Before I do, I just need to ask if you are driving or not? I want to make sure you are in a safe place to write this down.
What is the Safe Script?
If an employee tests positive for COVID-19, can I share their information with other
employees, customers, the public?
What is Page 73 and 74
Customer is very angry and DEMANDS to speak to your Supervisor
What is Team lead
How do i get tested for Covid-19 and where do i get testing what page is this answer on in the Covid script
What is page 32
caller is having trouble with the Virtual assistant tool? what page of script is this on