Call center basics
What does A.H.T Stand for?
Average Handle Time
What is the most important thing to do when a customer is upset?
Listen, actively listen
What are the two different ways a mbr can enroll with zelle?
Email address or U.S mobile phone number
What is one reason a payment could be placed on hold.?
Fraud/scam prevention or security
This feature allows members to reset their password without contacting the contact center
Forgot password
the meaning of the acronym PII sands for this
Personal Identifiable Information
True or false: Interrupting a mbr speeds up calls
False.
True of false ? Zelle offers purchase protection for items brought from strangers?
What is false?
How long does a payment sent to an un registered recipient remain pending before the payment expires.
14 business days.
A strong password should at least have these three things
numbers letters and a special character
What does ACW stands for?
After call Work
The process of documenting a call is..
Notation
If a mbr is being pressured to send funds immediate, or they have to send funds to receive funds this could be a sign of ?
A scam
What will cause a payment to process for the next business day?
Exceeding zelle limit
A caller request to reset their password but fail verification what should you do?
Advise caller to submit request in writing or visit local branch for assistance
What does QS stand for?
Quality Summary
What is the best way to confirm understanding of the call
What is paraphrasing/ rephrasing
A member receives a payment notification but state they do not see the fund. What do you check first?
whether the token that the payment was sent to is enrolled with zelle.
This department may review a transaction placed on hold due to suspicious activity
security department
Sharing your login credentials with others are considered this type of risk?
A security risk
What does FCR stand for ?
First Call Resolution.
This skill helps de-escalate difficult calls
What is Empathy?
What is the most important reminder when a member is sending money through zelle
Only send money to people you know and trust
True or False :Agents can manually remove all suspensions/ restrictions through zelle
False
This type of authentication sends a code to verify a users identity
Multifactor authentication/ two-step authentication