Open that Call
The Reason Category.
What is CALL?
The three types of clients TCC represents.
What is their email OR last name and zip code.
Two pieces we have to change in the close call box before we write our notes.
What are the Reason Code and the Regarding Product?
Has a background in HR.
Who is Yoka?
The country code for Great Britain.
Where we brand 'Banyan Hill' or 'Banyan Hill Publishing' in our call flow.
What is the beginning and end of the call?
The pub code for Profits Unlimited.
Has over 24 years of Customer Service and Call Center experience.
Who is Matt?
What button we press once we have the customer number in the open call screen.
What is "Customer Portrait?"
Two+ things we can never say out loud to a customer.
1. Full credit card number
2. Password
3. Ticker symbol
Required on most calls (that you could get paid extra for!).
What is an upsell?
How we start every task note.
What is "Task: Please..."?
Has 2 lizards, a cat and a dog.
Who is Aaryonia?
What are:
1. Open call is grayed out
2. Close call box is open
3. "Call is open" at the bottom of the screen.
The system where you can view your QA scorecards.
What is Verint?
Timeframe for updating/changing an email address.
What is 48 hours?
The first 3 pieces required for complete close call notes.
What are:
1. Why the customer called
2. What the customer called about (pub code)
3. What you did for the customer
A former educator that enjoys axe throwing.
Who is Michael?
Another name for Cross-Sell Path.
What is DNIS?
What is a TASK?
Required on every call to show we are paying attention and care about the customer's issue.
What is saying, "I'd be happy to assist you!"?
We enter this for the Subject line when closing our call.
What is NOTHING?
The editor/guru of Profits Unlimited.
Who is Paul Mampilly?