Interaction Management
Timeframe that greeting needs to be said
What is 10 seconds?
Ensure your response are thoughtful and relevant.
What is Take Time To Understand the Customers Needs?
Emphasize what you can do for the customer, no what you cannot.
What is Assurance Statement?
Avoid asking the customer for information already available in our systems
What is Effective Questioning?
Obtaining the correct information based on who the caller is (employee, spouse, dependent, etc.).
What is Client Security Verification?
Ensure consistent feedback and improve service quality
What is Survey?
Amount of points that you can loose for not achieving Timely Resolution and Active Listening.
What is 14?
Treat the customers situation as your own, ensure it gets resoloved immediately
What is Taking Accountability?
What is a professional, confident, encouraging and reassuring language to help create a pleasant and supportive atmosphere for the customer
What is Positive Word Choice?
Reading to the customer: Disclaimers, attestation scripts, and agreements.
What is Required Scripting?
It was a pleasure speaking with you today.
What is showing appreciatation?
Give full attention to the conversation.
What is Avoid Customer Interruption?
Ensure the information shared is correct and relevant to the customer experience
What is Correct Information Provided?
Recognizing and validating the customer's feelings and experiences
What is Empathy?
If call the call is authenticated, must we still ask for the callers first and last name?
What is "Yes"?
Hold time after asking permission from the customer to put them on hold.
What is 2 minutes?
Minimize wait times and enhance customer satisfaction.
What is Timely Resolution?
Will round out the customers reslultion such as deadlines, process timing and documentation requirements
What is Complete Information Provided?
Emotional tone, nature of the issue, repeated concerns and silence or hesitation
What is Placement of the empathy situations?
Educating the customer on Bswift benefit portal, Bswift mobile app, chats, etc..
What is Self-Service Promotion?
Dead air should not exceed 20 seconds during a customer interaction.
What is to respond promptly and maintain conversation flow?
6 ways to show the customer that they are valued
What is Speed and Efficiency, Customer Expectations, Consistency, Proactive Management, and Effiective Communication?
Agents must select this option in UDR when routing a case to Client Services.
What is the "Route to Client Services" button?
Uplifiting, Encouraging, and Reassuring.
What is Positive Word Choice?
Caller is not the employee
What is identify their name and what their relationship is to the employee?