Yellow Offenses
How many Yellow Offense categories are there?
4
How many Red Offense Categories are there?
6
How many QA reviews do you receive per track?
1 QA Review per track.
How many points are on the call flow?
10
What is the most owned pet?
Freshwater fish
Telling a customer to call in to have their technician installation charge waived would result in which write-up?
Yellow 1 - Incorrect/Missing NRC (Setting incorrect expectations for an NRC)
The customer asks you: "Do I have to get the home phone?"
You answer: "Yes it's included in this package."
What write-up would you recieve?
Red 1 - Slamming
What is the escalation process for Red Offenses?
QA Review, Final, Termination.
Who grades your calls?
SCAs (Sales Compliance Analysts)
What’s the most common letter that appears in the English language?
E
Which Yellow Offense is this?
Setting improper expectations for the customer’s products, services, installation, etc. Setting improper expectations of the brand itself.
Yellow 4 - Misinformation
Telling the customer that we do a soft credit check would result in which write-up?
Red 3 - Disparaging Credit Check
What is the escalation process for Yellow Offenses?
QA Review, Written, Final, Termination
How does the QAC test your knowledge when you receive a QA review?
Through Chat, E-learns, and a quiz.
(Any or all are acceptable answers)
What percentage of the earth is water?
71%
What is the most common Yellow Offense write-up?
Yellow 3 - Incomplete/Missing Recap or Disclosure.
What is the most common Red Offense write-up?
Red 6 - Failure to Follow the Correct Callback Permission Process
How will write-ups escalate within your first 4 weeks of employment?
Acknowledgements only.
When are appeals due?
Monday at 11 AM.
More people visit this country than any other country in the world
France
Telling a customer to call in for a sooner install date would result in which write-up?
Yellow 4 - Misinformation (Setting the improper expectation)
Agent: "Sounds good. What's her information?"
If the agent proceeds without the wife giving permission on the recorded line, what would the write-up be?
Red 4 - Failure to read the credit check statement verbatim AND Running Credit Without Consent
How many days is a Red Offense Final write-up active for?
180 days (6 months).
Where can you find the most updated information on call flow and/or QA offenses?
What is the most densely populated city in the world?
Tokyo at 37 million