Abbreviation
What does "ECD" stand for?
Estimate Card Delivery
How long does it take for a card to be shipped out?
7-10 business day (Sat/Sun not includes)
What should you not do to a hostile caller?
Do not take it personally or yell back at the caller, Post your call situation in the ESC chat if you can not deescalate the call & After the call post the information in the emergency tech tracker
If you forgot to write the number down what should you do?
Incoming call: 0000000000
Please add in the notes that you forgot to write the number down.
It is important to like and acknowledge all post? - True or False?
True
It is very important to like and acknowledge the post that is marked "important" & by all "leads"
What does "CU6" stand for?
Children Under 6
Will the letter have the student name or the parent name on the card?
The card will have the student name.
Can we call the caller back if the call gets disconnected?
No, we can not call them back, but it is very imporant to taken down the phone number so you can post it in the live chat so that another may know the situation.
Example:
"CALL DROP: (123)456-7890 Jane Doe
Called to obtain a replacement card for John Doe case number 10101010 I was not able to issue a card for the caller PAFM"
Since the caller verified the 2/4 questions When we can give the caller the previous address on file? - True or False?
FALSE
We can never give out the address.
You will be marked an auto-zero for QA if you do.
What does "PAFM" stand for?
Please Apologize For Me
What color will the envelope come in?
Brown or white due to the envelope product shortage.
If a caller is calling in regard to more than 2 children what should you do?
Post in the Live Chat & stated
"Long Call 4 children"
The QA team can hear you even when you put the caller on hold? - True or False?
TRUE
We can hear you!!
What does "FI" stand for?
Federal Interface
We can send a replacement card out for the caller
For language barrier what do we do?
Have patience with the caller. We do not offer an interpreter unless the caller needs one. Post in the live chat "Long Call Language Barrier" -
If you disagree with your QA score you have 24 hours to dispute it? - True or False?
TRUE
You hvae the right to dispute your QA score
What does "MOL" stand for?
Member Of Leadership
After updating the address to send out a card what should we do?
We need to confirm with the caller the address again. If the caller has multiple children kindly explain that we have to confirm the address on each account
What is our maximum call length time?
15 minutes - if the call is running longer than that posted in the live chat "Long call due to: "
You should obtain the callers name for every call? - True or False?
TRUE
We must ask the caller for their names for every call. If they decline to give you their name please add that to your notes