Lay
Project A:
Which part of HubSpot should we click to check the reassignment date from the previous owner to Belle Smith?
Go to Contact Owner and hover to 'details'
The only paid-focus member assign to take ROC applications only.
Emmet Michael Omamalin
Who is the supervisor of the Paid Focus team?
TL Paulo Burias
Why is it important to do a warm transfer for every handoff?
A warm transfer is important for every handoff because it ensures a smooth and professional transition from one agent to another, which helps maintain the customer's trust and experience. It allows the first agent to briefly explain the next point of contact about the customer's situation before transferring the call, so the customer doesn't need to repeat themselves. This improves efficiency, reduces frustration, and shows the customer they’re being cared for every step of the way.
Repeat customers specifically for K-1 to AOS Milestone are eligible to what kind of discount?
Loyalty Discount
How do you identify the rightful owner in the event of a duplicate account?
By checking the creation date.
For Project A:
The previous owner is a member of the Project A, the date is beyond 30 days and the total number of interaction is 15. What do I do?
Assign the lead to correct queue tracker accordingly.
The lead is under Belle Smith. It is still within the 30-day rule and has 14 total interaction and the previous owner is a Non-Project A member. What should an ISA do?
Assign the lead on queue.
For Project A:
What is the proper or correct notation in Hubspot in returning leads to the previous owner?
Project A Belle Smith: Reassigning back to_______.
True or False
Paid-focus team are still eligible to receive newly automated leads.
For repeat customers, when should we do a warm transfer to CS?
If the customer has a question regarding the forms, their payment, or follow-up requirements.
True or False:
Paid-focus team also handles customers wanting to apply for a K-1 visa.
False. Paid-focus team only assist AOS & ROC.
Whenever we receive calls from paid-focus or repeat customers, what is the very first thing an ISA should do?
Investigate the lead/Lead Investigation
What do you mean by 'Repeat Customers'?
Repeat customers are individuals or customes who have previously purchased from from Boundless and comes back to proceed or move forward to the next step of application.
Emmet Michael Omamalin
Christel Juvian Tamayo
Rogelio Dayon
Kisha Marie Riconalla
Roylan Teo
Scenario:
You receive a call from a customer who says they spoke with someone from our team last week and were promised a follow-up, but you can't find any recent notes or updates in Hubspot. The customer insists they already discussed their case and provided details. What steps would you take to properly investigate the lead before you proceed?
-Ask the customer if they happen to know the name of the person whom they spoke with.
- Ask the customer of the phone number they used when they called last week.
How to properly conduct a lead investigation?
1. Identify the caller
2. Ask for the email address of the sponsor/beneficiary (whoever is calling)
3. Ask if this is their first time reaching out with Boundless Immigration
4. Check both the phone number and email through HubSpot, Admin and Front
Scenario:
A customer calls in and says, “I’ve worked with your team before and I already submitted my documents a few months ago, but I never heard back. I’m thinking of starting over with a different visa category. Can you help me?”
When you check their profile, you see that they had a previously paid spousal visa case, but it was tagged as PAUSED due to lack of follow-through. As an ISA, how would you handle this situation to properly identify the customer as a repeat client, verify their previous records, and guide them toward the appropriate next steps?
2. Ask the customer what application type are they planning to get this time, pre-qualify and endorse.
Why doesn't Boundless accept customers applying for Removal of Conditions if the sponsor and the beneficiary are divorced?
The marriage has to be in good faith.
Scenario:
Customer has a paid CR-1 application with Boundless and would like to know more about the Removal of Condition. What should an ISA do?
What are the two requirements or the two things we need to check in order to determine if the lead is Project A or not?
1. Reassignment of date to Belle Smith should be within 30 days.
2. Total number of interaction should be 10 and above.
For Repeat Customers:
A customer who has an unpaid AOS application with us calls in to ask for an update regarding their existing K-1 application with Boundless. What should an ISA do?
Leave a note in HubSpot stating the purpose of the customer's call. Make sure to mention the current contact owner and transfer the call to CS.
What is the purpose of Project A?
For Lead Optimization. To Prioritize stronger leads and remove low-quality ones more aggressively, which reduces the overall lead pool we're working and increases agent efficiency.
What constitutes a quality interaction in Project A?
Why is lead investigation important?
To avoid duplicate accounts. To ensure the fair handling, accurate assignment, and proper documentation of leads.