Mile Marker Mastery
CFT stands for ____.
Client Facts Tool
What does the "S" icon in the Sutherland logo represent?
Sutherland
What does AHT stand for?
Average Handle Time
How many transactions do you review, if available, with a CH to close a case as No-Fraud?
3 (three)
What comes once in a minute, twice in a moment, but never in a thousand years?
The letter "M"
What number does every VISA card starts with?
4
What is the complete name of our Business Director?
Helmer V. Vizcayno
What does an agent silently celebrate during a shift?
Avail Time/ SG
These are the transactions that you should review with the CH who is calling about a fraud alert.
Creation Score, High Score, Any suspicious/international/repetitive transactions
What has hands but cannot clap?
Clock
__________ is a specialized skill within the Card Services line of business that offers debit card support.
Card Debit
Who is the founder of Sutherland?
Dilip Velodi
What causes the most panic during a shift?
System issues/Outage/Latency
You hear another person come on the line and start interacting with your call. What should you say?
"This call may be monitored and recorded."
The more you take away from me, the bigger I get. What am I?
A Hole
________ is a company that handles financial and monetary transactions like deposits, loans, investments, and currency exchange.
How many Sutherland sites/locations are currently listed in the Philippines?
10
The unofficial breakfast of the BPO industry.
Coffee
If you confirm fraud on the very first transaction, then you must review how many number of transactions to close the EnFact case.
None (0). Proceed in blocking the card and closing the case.
I have keys but no locks. I have space but no rooms. You can enter, but you can't go inside. What am I?
Keyboard
Which year was Fiserv founded ?
1984
In what year did Sutherland start its operation in the Philippines?
2005
What does BPO stand for?
Business Process Outsourcing
You are prompted to send a One-Time Passcode to a CH. Email is the only contact information available for her to receive the code. What must you say before sending the code?
None. No need to provide the OTP Fee disclosure, just proceed in sending the code.
Five sisters are busy:
What is the fifth sister, Emma, doing?
Emma is playing chess with Claire. You can't play chess alone.