A
B
C
100
What does E stands for in AER?
Empathize
+300
100
Is being fully engaged while another person is talking to you. It is listening with the intent to understand the other person fully, rather than listening to respond.
Active Listening
+200
100
The VOC Pillar with the following question:
Are you confident that your inquiry or question has been or will be resolved?
ISSUE RESOLUTION
+500
200
What does A stands for in AER?
Acknowledge
+200
200
What does R stands for in AER?
Reassure
+100
200
The VOC Pillar with the question:
The representative knew how to help me.
AGENT EASE
+200
300
The act of repeating the exact phrase the client used back to them. We avoid this practice as it can be redundant and frustrating.
Parroting
+50
300
Questions that allow for detailed, explanatory answers. Used if there’s a need for the Caller to provide more details about the issues that they are having.
Open-Ended Questions
+200
300
This involves using language and communication techniques to create a positive interaction with customers.
Positive Scripting
+100
400
Questions that allow limited responses, like “yes” or “no”. These questions have direct responses that don’t require elaboration in order to fully answer what was asked.
Close-Ended Questions
+100
400
Questions designed to elicit a well-thought out, profound answer. These are used to get more information
Probing Questions
+150
400
The VOC Pillar with the question:
The representative knew how to help me
AGENT HELPFUL
+300
500
The main partner pharmacy of Humana.
Hint: CWP
+500
Centerwell Pharmacy
500
is the unique cultural traits, values, and Callers of the Filipino people
It refers to the use of English in the Philippines with a Filipino flavor such as direct translations, borrowed words, verb tenses, reduplication, and pronunciation differences.
Filipinism
+300
500
The VOC Pillar with the following question:
I felt that the representative cared about me.
AGENT CARE
+200