Inbound
How do you see if there is an call in the queue?
Inbound Holds
What are the four refusal categories?
Solicitation - Soft Refusal
Solicitation - Hard Refusal
Engagement - Soft Refusal
Engagement - Hard Refusal
Which toolbar option will allow you to get back to the preview state from the paused state?
Resume
Which screen allows for us to start the giving process?
Give Now
What is the extension type needed to log into Noble?
Integrated
Who recorded the inbound prompts?
Kyle Metzger and Sierra Kehn
Name 4 available outcomes.
Let's go!!!
Name 5 available pause states.
Either you got it right or you got it wrong.
How many decimal points are needed for the fund amount?
Two.
What is the process of checking a voicemail?
Go to Harmony, select "Utilities", and select "Voicemail"
When someone calls into the inbound line, what are the three prompts they will hear if all Specialists are currently busy?
Continue to hold, schedule a callback, leave a voicemail
During a solicitation call, a constituent indicates that they wish they would have attended any other university besides Ohio State. What is the correct status and addistatus for this?
Solictation - Hard Refusal: Did not enjoy attending the university.
What is the process for completing a transfer?
If you're seeing this screen, you got it right! Congrats!!
How many different funds can we enter for one transaction?
Six.
What is the difference between an internal comment, interaction comment, and a manager comment?
If you're seeing this... BOOM!!!!
What is the process for creating a new constituent if they are not currently in Noble?
You're calling a constituent with the intent of registering them for an event at the Georgia Aquarium. They indicate that they did not know there was an Alumni Club in Atlanta and isn't interested at this time. What is the correct status and addistatus for this?
Engagement - Soft Refusal: Unfamiliar with Alumni Club.
What is the process for completing a call (start to finish)
2) Select "Dial Call"
3) Click "Hang Up" - if the constituent hangs up first, this step will be avoided.
4) Select "Terminate Call"
5) Choose the correct status and addistatus.
6) Leave comments.
7) Terminate call.
What are the two ways to process a payment and what are the differences between both?
Point to Point (P2P): The device that we use to securely enter a credit card while the constituent is providing this over the phone.
Secure Pay Assist (SPA): An automated system that temporarily disconnects the agent with the constituent and allows the constituent to enter their payment information via an automated system.
When someone calls into the inbound line, what is the first three things that the IVR will look for?
1) Is it during business hours?
2) Is it a holiday?
3) Is an agent available?
Name four Engagement Soft Refusals.
Absolutely love it (if you got it right).
Name the 5 different agent states and what each of them mean.
Paused, Waiting, Connected, After Call Work, Deassigned
Which button should you select to go back to the main screen after processing a Secure Pay Assist payment?
Go to main.
Name 5 available pause states.
Yay!