1
What is the training line number?
866-686-4950
T/F It's acceptable to work on wifi.
FALSE
T/F We can work while laying down in bed.
FALSE
What is your softphone used for?
Dialing out
Test Calls
Call History
What is Lily?
AW Login
What is your username for logging into Lily?
First name (Dot) Last name
What should you do if you accidentally closed your switchboard?
Hint: There's two different options; one for Windows users and one for Mac users.
Click in your chat text box and hit CTRL+S or Command+S
What are some examples of NON available statuses?
Personal, email, meeting, project, system issues, training, acw
What are some examples of Available statuses?
Available, break, repeat, active response, chat, learning.
What is the "Personal" status used for and for how long can you use it?
For emergencies, once a day, for up to 5 minutes.
Why is it important to use the "Personal" status only when necessary?
This can affect your ready stats.
How many Paid breaks do you qualify for in a 3 hour shift? How long?
One 10 minute paid break.
What status should you be in whenever you are not in Teleport and studying material in AdaptiveU?
Learning
What are some examples of common Call Types you will see?
Appointments, Specific Person, FAQ's, Solicitor, All Else
Where is the Call Conclusion button located on the account?
On the bottom right
Why do we use Call Conclusions?
When there is not a “live” person on the line
When a caller disconnects before providing one or more pieces of information
What are some examples of Call Conclusions?
Fax Tone, Forwarding Calls, Gave Information, Hung Up, No Response, Recorded Message, Solicitor, Spam Recording, Will Call Back, Wrong Number, Partial Message
What color will the background of scripting be that is not stated to the caller?
Red (Orange works, too)
After how much time in ACW is the User Inactive Feature triggered?
45 seconds
What will the scripting look like if it needs to be read exactly word- by- word?
It will be the same color as regular scripting but will have verbatim beside it.
What might a solicitation call sound like?
Asking for the owner, person in charge of
Reluctant to give information, no call back number
Within what amount of time after a call connects does an answer phrase need to be stated?
Within 5 seconds
What is the generic Answer Phrase, and when should you use it?
TYFC, HMIHY?
When a script is not loading or no answer phrase within the first 5 seconds
What is the maximum amount of dead air allowed after the call has concluded and the line has not been disconnected?
No more than 10 seconds
Why is the scratchpad helpful while on a call? (or) What are some ways you can use your scratchpad?
Helps to show active listening
The notes follow you down the script
Can start your message and have it ready to put in a message box
Efficiency