WHAT NOT TO DO
Not adhering to this scripting and making your caller wait for lengthy periods of time without checking in
What is 'standard hold' scripting?
Two things you ask for at the beginning of the call
What are zip code and state?
This is the status that you should be in right now
What is ‘Meeting’?
The time zone your timesheets should be submitted in after your work week
What is the time zone you work in (PST, MST, CST, EST)
The company that you receive your pay from
What is agency?
Rustling around trying to put your headset on when a call comes in.
What is not being headset ready?
If your caller's question is not clear, you do this to find the correct scripting.
What is probing
This is done when the caller needs a Spanish speaker.
What is transfer to the Spanish queue?
The people on this team you should notify if you have a systems issue
Who are Edwina, Amanda & Tonya?
You take 2 of these for 15 mins each
What is break?
Giving your callers an answer in your own words
What is not being fully scripted?
True or false: You are allowed to provide information from sources other than your script
Don't stay on this once your shift is over because calls will continue to flow in
What is ‘on queue'?
Name 2 pieces of info that you are required to give the attendance line.
Any 2: What are employee ID, supervisor's name, first/last name, shift times, time frame of absence
The place where you reach out to leads on your line if you need help with a call
What is the chat?
Name something that should not be heard in the background of your call.
Any: children, tv, pets, people talking, extreme noise
This will begin playing after the call if the caller chose to participate
What is the call satisfaction survey?
You request this in advance when you want to schedule time off from work
What is RTO
TRUE OR FALSE: It's perfectly fine to head to the General Chat at the end of the day to leave a thumbs up on the daily acknowledgement.
FALSE - you must comment to acknowledge at the start of your shift daily
Try to schedule & get approved RTO if you need to take a day off rather than having an unscheduled (blank).
What is absence?
Hanging up on callers or placing them on hold & not returning are examples of this.
What is call avoidance?
This needs to be filled out accurately for each & every call
What is the after call tracker?
These 2 things need to be done at the end of your shift
What is go off queue & log out?
This is the form that is filled out if you have to review one of your calls
What is the 1 - 1 Form?
You need to make sure your RTO is this before you take time off
What is approved?