When should you determine the purpose of the call?
At the beginning of the call.
100
True or False. If only the last name is verified on call, you will still receive full credit.
False. First name as well as last name must be spelled by the caller or the rep.
100
What does call returned to queue mean?
Going into "not ready" as call comes through. This sends them back to the queue. Also, if call is not answered within 3 rings the call is sent back to queue and the system logs you out.
100
When is Service Recovery required?
Any time a caller expresses a concern.
200
Why use "active listening"?
Half listening causes errors.
200
When taking a message in Cerner, verifying the telephone number 1 time is sufficient.
You must verify the telephone number once when given and then again during the closing.
200
Being in rotation 85% of the time translates to how many hours per day?
6.5 hours
200
What does the A in A-C-T stand for?
Apologize
300
When caller goes off topic, how can you bring focus back?
Ask the caller a specific question or ask them to clarify information.
300
What does it mean to warm transfer?
Introduce both parties on the line and wait to hear that they are connected.
300
What should "not ready" time be use for?
Wrapping up a call.
300
What does the C in A-C-T stand for?
Correct
400
Name 2 appropriate ways to close a call.
1. Thank you for calling.
2. Have a good day.
3. My pleasure.
4. You're welcome.
5. I hope you feel better.
400
True or False. Calls that are QA's each month are chosen at random.
True
400
Why is script documentation important?
1. Accuracy
2. Professionalism
400
What does the T in A-C-T stand for?
Take Action
500
Who is in control of the call?
The representative.
500
Explain the proper way of returning to the line after placing caller on hold?
"Thank you for holding."
500
What is the current goal of Customer Service score on matrix?
92%
500
It is ok to not perform service recovery if you were not the one to cause the error or problem.
Even if the error or problem was not caused by you personally, service recovery is still required as you are a representative of the system.