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LP Call Back Procedures
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100

When was the LP Call Back procedure launched?

Launched September 15th, 2022

100

CC agent calls and advises customer failed authentication and wants you to Offgrid authenticate. 

Can you proceed?

NO - Offgrid is only for failed LP calls

100

What type of gas do plants absorb? 

Cardoon Dioxide (CO2) 

100

What is the largest planet in the solar system?

Jupiter

200

Where can we access the file to the Outbound Call tracker? 

IRT Markham Chat under Files

200

What advice can you give a customer during an escalation about long wait times?

- Omni dial 

- Self-serve options on mobile app/ew 

- Calling on off peak hours 

200

What do you call a house made from ice? 

Igloo 

200

What is the tallest mountain in the world?

Mount Everest

300

Who tracks the outbound call?

LP Agent or RO? 


RO is to track the calls as they are the ones calling out to customer. 

  

300

What is the minimum limit for an Aeroplan Visa Privilege card? 

10k

300

What is the longest river on Earth?

Nile River 

300

What is Earth's largest continent?

Asia

400

T or F

RO must authenticate the customer before conferencing agent to assist the customer. 

False 

RO calls out, introduces themselves and the call out feature then conferences LP Agent to authenticate and assist customer. 

400
Agent calls in stating that cx is PD. The customer has had over 5 PD in the last 12 months and is looking to have an exception made to remove PD block as she needs to buy clothes online. 


RO should...?

Not make an exception due to customer's PD history and the transaction is not considered an emergency.  

400

What are the primary colors?

Red, Blue, and Yellow

400

What is the deepest point in Earth's oceans?

Mariana Trench

500

Agent calls stating that the call was disconnected with customer. RO gives the OK for agent to call back the customer and authenticate. 

Is that correct procedure? 

NO - RO must be the one to dial out to customer then conference the call. 

500

LP agent calls because they need a bypass for VBV for a $1200 trans to Best Buy. Cx is mobile auth with CVV2. 

RO should...?

Advise agent mobile + cvv2 is not acceptable for VBV bypass and to auth cx using acceptable mobile high-risk questions. 
500

Cx is charged 3 NSF fees, as a goodwill be reimburse 50% of the total fees. 

How much was the cx  reimbursed? 

$72

NSF= $48


500

What continent contains the most fresh water?

Antarctica