Acronyms and such
This is what we refer to our callers as.
What is RP(s)?
Day 2 Slide 9
This is the application we use for communication within company.
What is Teams?
Day 1 Slide 5
This is what we refer to as the customer facing site.
What is preparer portal?
Day 2 Slide 4
will also accept portal*
Great customer service hinges on these two skills.
What are active listening and effective communication?
Day 3 Slide 4
This is the fifth step in CSR call handling procedures.
What is "inform the preparer you will need to verify their identity"?
Day 4 Slide 4
This identification number starts with a P and is required to be kept up-to-date by Enrolled Agent.
What is PTIN?
Day 1 Slide 8
This is the keyboard combination used search for something in documents or websites.
What is Control+F?
Day 1 Slide 6
This is the third step in the call handling procedures.
What is paraphrase and gain agreement?
Day 2 Slide 9
will also accept "Restating the RP’s issue in a question form and getting an affirmative response"*
This is the considered one our most primary categories of QA evaluations.
DAILY DOUBLE
What is Customer Accuracy?
Day 3 Slide 6
This is the eight step in CSR call handling procedures.
What is "address any additional issues with the preparer's account."?
Day 4 Slide 5
will also accept ask for if further assistance is required or review account and address other issues.*
This identification number is a unique number assigned to each preparer record in Workspace.
DAILY DOUBLE
What is PID?
Day 4 Slide 6
Full name, SSN, Date of Birth and PTIN are all examples of this type of information.
What is PII?
Day 1 Slide 16
This is the 3rd piece of verification required for without SSN foreign applicants.
What is Birth Country?
Day 2 Slide 11
When dealing with a upset caller who is not being verbally abusive the CSR should attempt this?
What is de-escalate?
Day 3 Slide 7
Also accepting de-escalation*
This sub-tab in the preparer record has information like PTIN status and PTIN issued and expiration dates.
DAILY DOUBLE
What is PTIN?
Day 4 Slide 7
will also accepted PTIN tab*
What are CPGs?
Day 2 Slide 6
This is the system we use for phone and chat based interactions.
What is NICE InContact?
Day 1 Slide 16
Also acceptable MAXPHONE or NICE
This is the alternate 3rd piece of verification required for without SSN foreign applicants.
DAILY DOUBLE
What is personal phone number?
Day 2 Slide 13
This is the new feature being implemented itn MAX Phone software.
What is the callback feature?
Day 3 Slide 14
This is the status that a PTIN will become when it has been in a voluntary inactive state for over three years.
DAILY DOUBLE
What is permanently retired?
Day 4 Slide 17
This identification number starts with a 9 and is not the same as a SSN.
What is ITIN?
Day 1 Slide 13
These are the required fields to complete a w-12 form.
DAILY DOUBLE
What are mailing address, tax compliance, felony attestation, calendar year selection, business address, application review?
Day 1 Slide 24
Prepares that fail verification with CSRs have these two options.
This will require use of CPGs!!!
What is call back or send in a signed letter stating their request?
Day 2 Slide 18 & CPG 6a
QA reminds us that our interactions notes should include these three things.
What are the reason the preparer called, steps/actions taken by CSR and any other required information as outlined in the CPG articles?
Day 3 Slide 13
This PTIN status will only occur if the customer answers "Yes" in the attestation of preparing taxes while in a voluntary inactive status.
What is not compliant?
Day 4 Slide 20