Call Mastery
Under the federal Telephone Consumer Protection Act (TCPA), call centers are legally prohibited from placing unsolicited outbound calls to consumers before this time in the morning and after this time at night, based on the local time of the recipient.
Before 8:00 AM and after 9:00 PM
A caller is crying uncontrollably because their issue wasn't resolved yesterday. This is the first thing you should say before trying to look up their account.
Apologize
What does PCS stand for?
Post Call Survey
An agent who wants to grow within their current role rather than move into management might have an IDP goal focused on becoming an "SME," which stands for this vital team resource
Subject Matter Expert
This term describes the psychological phenomenon where an agent subconsciously mirrors the negative, angry energy of a caller instead of remaining calm
Tone Matching
According to Payment Card Industry Data Security Standards (PCI-DSS), if an agent must take a credit card payment over the phone, this specific action must be taken regarding the call recording system to ensure the CVV code is never captured
Stopping the call recording
What does IVR stand for?
Interactive Voice Response
If you disagree with an audit score, this is the "Rebuttal Window" you have to complete a rebuttal
EOM
You pull the account up by searching the phone number the patient calls in. To make your call more efficient, you ask the patient if you are speaking with them by saying 'Am I speaking with Clark Kent?'. Is this acceptable practice?
False - Providing any PHI (Protected Health Information) to the patient or caller before verification is a HIPAA violation.
This is the maximum number of PTO hours an employee is allowed to "roll over" into the new calendar year
24
What does ANI stand for?
Automatic Number Identification
True or False: An IDP can only be used for vertical advancement (promotions). It cannot be used if an employee wishes to make a lateral move to a different department, such as Workforce Management or Quality Assurance
False
This is the specific soft skill that, when missing, often results in a negative audit score, even if all technical and procedural steps of the call were performed perfectly
Empathy - the ability to acknowledge the caller's feelings and situation to build rapport; it is often the only way to successfully "reset" a highly escalated interaction
The patient's name on file is John Smith-Johnson. During verification, he states John Johnson, claiming that is his legal last name. This is properly verified?
False - we need to verify the full name we have on file (John Smith-Johnson) to be HIPAA compliant.
"Bereavement Leave" covers this many consecutive days
3
What does FCR stand for?
First Call Resolution
When a Team Lead evaluates an agent's readiness for a promotion based on their IDP, they don't just look at numeric metrics. They evaluate behavioral traits using this official HR tool that defines the exact behaviors expected at each level of the company
Competency Model/Matrix
When a customer is explaining a complex problem, using small verbal cues like "Uh-huh," "I see," or "Right" is part of this fundamental communication method
Active Listening
If someone calls in pretending to be the patient but the voice does not seem to fit the patient's gender or age, we should tell them we know they are not the patient.
False, we cannot assume anything about anyone.
What does ATA stand for?
Average Time of Abandonment
An IDP goal should follow the "SMART" acronym; name THREE of the 5 letters
Specific, Measurable, Achievable (Attainable), Relevant, Time-Based