AW
When should you verify a callers contact information?
Always, unless the script states otherwise.
How many pieces of information do you need to send the message to the client?
2 pieces of information.
How many attendance points can you receive to maintain in company standards?
You can obtain no more than 16 attendance points in a month or no more than 48 in a six-month rolling period.
What is the most important thing to Skylar for her team?
Communication
Where is the headquarters for our company? City and State
Portland, Oregon.
When you get an AR and a call at the same time what do you do?
Finish the call and then contact the supervisor line to finish the AR. Lastly, message IT with the Conn ID's.
What is a cold, warm, and hot patch?
Cold patch- Inform the caller that you will be patching, merge the calls, and disconnect
Warm- Inform the caller that you will be patching, when the other line picks up as if they will accept the call, merge the calls, and disconnect.
Hot- Inform the caller that you will be patching, when the other line picks up as if they will accept the call, merge the calls, introduce the caller, and disconnect.
When does the Point Removal Plan end?
August 1st
What are Skylar's expectations for the chat collab?
To post the start, break, and end times of your shift/ Participation.
What are the non-optinal stats?
Default, Failed to Connect, Missed call, ACW.
If you are on the phone with a caller and they disconnect and you have 5 fields already gathered. How do you conclude the call?
You make a note that the caller disconnect and place asterisk * or 0 (if it is a number) throughout the script.
What are the non-ready stats?
Email, meeting, personal, project, system, training.
How many No Contact absences can you receive to maintain in company standards?
You can have no more than 1 in a month or no more than 4 in a six-month rolling period. (Out of L&D)
If you can't attend a scheduled weekly meeting what do you do?
Contact Skylar as soon as possible to get the shift removed. Before the meeting begins.
Name three people in the IT Department.
Abilash, Arun, Dhanesh, Durga, Gowthaman, Ibrahim, Jenisten, Kam, Lokesh, Mohan, Parthepan, Prasanth, Praveen, Priyanka, Senthil, Shiva, Shobana, Snojen, Sri, Sumitha, and Vasanth. Any of these 3.
What do you do if a caller asks where you are located?
You can tell me that you are at the location that is listed on the location tab or you can state that you are unable to provide that information.
If a caller is being inappropiate what are the steps to disconnecting the call?
If your power goes out in the middle of a call what do you do?
Who was Skylar's lead before she became a lead?
Zochil
If you copy and past the caller ID into the script without asking or verify with the caller what type of privacy breach is this?
GDRP Privacy breach
How do you properly patch to the supervisor line?
Bonus: What type of patch is it if you are connecting to the supverisor line?
[16 Jul 2020 at 1:19 pm]: When calling Supervisor line: 1. State your name 2. State if you have a caller on the line. 3. State the steps you took to get you to the point where you came across your question. 4. Ask the supervisor the question.
If you are transferring it is always a HOT patch.
If you are on a call and the client calls in after hours due to an issue on the script. What do you do?
When you dial out to client services and they are unavailable it will ask you to leave a message. Then reach out to the feedback line to inform them.
What is the attendance line phone number?
8669014577
What are Skylar's dogs names?
Remmi and Rylo
Name all of the senior leads, our CX Operations Leader, and the CEO.
Senior Leads: Chedonna, Misha, Celia, Wendy, Calista, and Danielle.
CX Operations Leader: Lucy
CEO: Natalie