Day 1
Explain the difference between a warm transfer and a cold transfer.
Yeah hopefully you got it
What is the opening script on a normal inbound call?
Thank you for calling the monitoring center, this is (your name) how may I help you?
What is No foo of course not it will mess up our AP and route back to another op
What might happen if you don't document where you're supposed to?
A blank email could get sent to the dealer :(
What info should we double verify before pulling up an account?
Site name and Address
Should we make promises if a caller needs help with their alarm system?
Never make promises
Who can we give lockbox info to on a Medical Account?
Subscriber or Dispatch
What should we do if we are on an account that has been partial cleared?
What is Partial clear it again, or do whatever the partial clear said to do if you can
What two things should we ask the subscriber for when trying to locate an account?
Xmit number and Address
When do we have to use manual event 4115?
When another operator is working on the account
If a dealer has questions about their bill who do we transfer them to?
Accounting Department at AG
What should you do if a sub asks for billing?
What is Service instructions silly
What are 3 Things we should listen for during the first few seconds of the call?
The callers name, why they are calling, and who they are with (Dealer, technician, subscriber, dispatch, etc.)
What manual event do we use when dispatch calls in?
Disp Update
Two ways you can build rapport with the subscriber
Name of subscriber, please, thank you, etc.
What info should be Included on the temp note if a sub has passed away?
Disregard all signals besides Med alarms and Ltt's
What Questions could we ask if someone says "I'm calling to set up an account?"
What is
Find out if they are a dealer or sub
What are the 3 types of Inbound calls?
What is Basic, Vanity, and Answering Service Inbounds
What is Nancy's Asap Technique?
What is
Apologize
Sympathize
Accept Responsibility
Prepare to help
What are the four different Test categories?
what is Test, 2way, 2wMed, 2wGPS