Scripting Basics
If you choose to omit this particular script and decide to not check back with callers while they are waiting, will definitely put a sting and a ding on your QC Score.
What is the Standard Language for Putting a Caller on Hold?
You may not find it in your scripts, but it is information we can relay to callers: 8-8 and 8-5
What are our Hours of Operation?
Thank you so much for providing your information. I have copied all of your information down and I am sending this along for further review to see if you are eligible for a new $50 gift card. You will be contacted with the results of this escalation within 2 business days. Please be aware that if it is determined that you need a new card, your existing card will be deactivated. And, if at any time during this process a portion of your card is used, we will be unable to send you a new $50 redemption code
What is the Kroger's Gift Card?
Redemption codes are good for 90 days after they are issued. Please note this is 90 days after the code is issued and does not apply to the gift card itself. Unfortunately, if the code is not redeemed within 90 days, it will expire and a new code will not be issued.
What is Do redemption codes ever expire?
Thanks, I will make a note of it and get back with you soon. If you do not hear from us in 5- 7 business days, please call us back
What is External/Myturn Escalations?
Expected to be said on every call including the newer version after you receive the county and state: Thank you, this is an informational line, and we may be offering you additional resources to assist you. We can provide these resources by text message at the end of the call, or we can give them to you verbally to write down. Which would you prefer?
What is the Standard Greeting?
It may seem like a long time to some of the callers, but It can take up to this long from the date of the final dose to receive a redemption code.
What is 14 days?
This happens when you get a particular type of caller, simply read from scripting: One moment while I transfer you to my leadership for further assistance.
What is a VA caller?
We ask that you contact your vaccine provider directly to obtain the information you provided them when you received your vaccine. Once you have the email and or phone number you provided your vaccine provider, we recommend you try to access the Digital Vaccine Record portal again
What is no redemption code due to vaccine record not available?
I will now get you over to the VAX for the Win information line. They will be able to assist you. Please be aware that during this time, call volumes have been really high which can lead to long wait times. Please be sure to stay on the line as there may be a pause during the transfer.
What is For transfers to the Vax for the Win Gift Card line?
I represent the Vax for the Win information line and our call center is in the state of California, but unfortunately, I’m not permitted to discuss personal matters such as my physical location
What is callers asking for CSR location ?
One of the main points: You must be one of the first two million individuals who start their COVID-19 vaccine process between May 27 and July 18.
What is who is eligible for the You call the Shot Incentive?
On the home page of the youcalltheshotca.com website, you will enter your Ecode in the ENTER CODE field and hit continue. You may also copy the Ecode directly from your text or email and paste it to the Enter Code field.
What is How do I claim my card or How do I redeem my code?
Please reach out to a family member or neighbor that you trust and ask them to help you with redeeming your code and choosing your gift card.
What is when callers ask for help redeeming their code?
DIGITAL CARD ISSUES AFTER CODE REDEMPTION. ALL OTHER ISSUES ARE HANDLED BY THE VAX FOR THE WIN INFORMATION LINE.
What is a BHN Rewards support?
Some agents do this when they utilize service. Incorrectly, they will transfer the caller, however, what they should do is simply engage everyone in the conversation by using the consult transfer option, to create a 3 way conversation between the agent, this service, and the caller
What is the language line.
There are times HD agents gets frustrated with the Incentive agents because they forget this important workflow.
What are the Qualification Questions?
Don't give this to the callers. This is for internal purposes only.
What is the IET and DID Bhn number?
The pre-selected options include cards from Albertsons (which includes Safeway, Vons & Andronico’s Community Markets) Kroger (which includes Ralphs, Food 4 Less & Foods Co) or a Prepaid MasterCard.
What vendor options?
I understand your hesitation in responding to unknown text messages. I can confirm the website is www.youcalltheshotca.com. If you are uncertain, please visit this website directly instead of clicking the link you may have received by text message or email. The text message will come from the short code: 23393 and it will include a link and single-use code to redeem your gift card.
What is callers concerned the link will go to a scam?
This is an important script to read that will hopefully ensure the caller will not cause a traffic jam because they have stopped in the middle of the road to write down resources.
What is the Safe Script?
When this happens, the agents should read > I understand that sharing personal information can be uncomfortable. However, I cannot help you find out if you qualify if you do not share the necessary information with me. If the caller still refuses, then agents should go to the standard closure.
What is callers that do not want to share their vaccine dose date(s)?
Requires recipient to print barcode to redeem for in-store purchases.
What is the "Albertsons" gift card?
Caller's say the redemption code isn't working, they've tried copy and paste, they've tried manual input now the HD agent does the next step
What is fill out IET form?
Self-reported information, such as the vaccine card, will not be the source for eligibility verification. All vaccines are tracked in the California Immunization Registry (CAIR) and will be reported to My Turn, California's online statewide registry. Individuals will be notified for incentive programs based on the official record in that registry, not vaccine cards.
What if people try to cheat with a fake vaccine card?