QA & Score Card
You say this at least 2 times during a call. It is recommended to say after the Comcast Greeting.
What is the customer’s name?
When rescheduling this will manually update all the CDDD fields with the exception of Customer requested Date
What is the Reschedule option in Reason for Call under the LOG A CALL field
This verbiage is not required for an inbound call but it is during an outbound call.
What is “calling from a recorded line?”
This code is used to split a job.
What is 2J?
Crystal Light contains this many calories.
What is 5 calories
You log at least 6 calls during a what ?
What is a productive hour?
This amount of units is classified as a large job in regards to CDDD.
What is 96 units or more?
On the first page of SF, this field needs to be manually updated by an agent after an order has been RESCHEDULED.
What is the status field (update from Reschedule to SCHEDULED)?
During a move/transfer this must be scheduled first.
What is the disconnect date on the old account?
Atkins Diet is about watching what?
What is carbohydrates
There are 5 categories on the Oasis Score Card. Name three.
What is:
Efficiency, Oasis Calls per Productive Hour, Quality/Work Accuracy, On Time %, CB Quality
These CDDD options (how the customer was scheduled field) are available to Oasis for scheduling purposes.
What is: First available, Customer Requested Date, Large Job, Escalated Quota
This is the appropriate procedure for a 4th call attempt with no contact. (after you made the call)
What is: Log the Call, Send non-assumptive email to the customer, Note appropriate call note in SF, CSG, Set follow up for next business day
This program is required when performing supplements.
What is Internet Explorer?
Gum is in the center of this popular candy.
What is a blow-pop!
This needs to be provided for an order to be fully authenticated.
What is:
Business Name, Full business address including city, state, zip, street type, and direction. Suite, building number, apt. etc.
You use escalated quota for these situations.
When quota is being requested through e-chat, ERone or a supervisor that is sooner than the first available date?
We call the customer 2 times a day with this exception.
What is after the 4th call, the 5th call must be made the next day.
This person can request cancellation of an order.
Who is the signer of the SOA?
This brand of toilet paper is not meant to be squeezed!
What is Charmin
There are behaviors/actions that would constitute an auto fail. Name three.
What is: Rudeness, Personal conduct or behavior Misrepresent records Assumptive scheduling, Using your cell phone on the floor during the course of a phone call
These three fields in regards to CDDD needs to be updated in SF when scheduling an order.
What is
How was the customer scheduled?
Customer requested Date
Customer requested Time
You can call these 5 states after 9:00 AM
What are California, New Mexico, Oregon, Washington, Wisconsin
A customer still wants Comcast services but wants to either upgrade or downgrade the line of businesses on their order. This is the appropriate procedure through the 2nd page of SF.
What is supplement for Reflow?
This animal advertises Tootsie Roll Pops
What is an owl