Customer Service
These techniques help agents provide excellent service by asking targeted questions to uncover all relevant details from a caller.
What are Probing Questions.
This channel requires no template and is used solely to check the status of an email that has already been sent.
What is the SendGrid Channel.
This security tool or service can only be accessed via a Wi-Fi connection, not a wired connection, and is required to be done once every 3 days.
What is Zscaler.
True or False: It is acceptable to stand and talk with your neighbors on the IHSS SD floor.
What is False.
QA evaluations are divided into this number of scored sections, each contributing to the agent’s overall score.
What is 5.
This practice is considered the foundation of effective communication, helping you fully understand and respond to the caller.
What is Active Listening.
This channel is used to report technical issues that prevent you from performing your job.
What is the Technical Issue Reporting Channel.
When following basic troubleshooting, clearing these two things in your browser or program can often resolve persistent issues.
What is Cache and History.
Agents need permission to enter any Unavailable state, except when taking this type of break.
What is Restroom Break.
This is the minimum score an agent must earn for their evaluation to be considered a passing QA score.
What is 80%.
This is the phone feature you should never engage while speaking with a caller on the IHSS Service Desk floor.
What is Mute.
If a caller requests an escalation, this is the channel you would use to gain permission to escalate.
What is the IHSS Service Desk Channel.
DOUBLE JEOPARDY
It’s said that most conflicts—about 90%—aren’t caused by differing opinions but by this aspect of how something is said.
What is Tone of Voice.
These are two channels you can post in before your scheduled lunch or break if you know you’ll be late.
What are the IHSS Service Desk Channel and Technical Issue Reporting Channel.
In QA scoring, if a verified caller passes the phone to someone else and the agent speaks without permission, these two topics would be impacted.
What is Validation and Call Accuracy.
In psychologist Albert Mehrabian’s 7–38–55 rule about communication, this percentage represents the impact of body language.
What is 55%.
You can submit one of these by email without needing anyone’s permission first.
What is a Kudos.
If you return from lunch and your computer screens are black, this is the first step you should take to troubleshoot the issue.
What is check the power connection to your monitors.
These are two statuses that you are not allowed to be in prior to 9:00 AM or after 4:00 PM.
What are Restroom Break and QA Review.
In a QA evaluation, the Customer Service topic is weighted at 33% of the total score and includes this number of scored sub-areas.
What is 3. (5.1-5.3)
What are the three E’s that guide the Service Desk approach, focusing on teaching, motivating, and enabling callers?
What are Educate, Encourage, and Empower.
This is the number of fields included in the IHSS Service Desk template that must be completed when submitting a request.
What is 6.
This system cannot be accessed when using a Wi-Fi connection, requiring a wired or VPN connection instead.
What is CMIPS.
These two activities are strictly prohibited on the IHSS Service Desk floor to maintain focus and security.
What are Streaming and Cell Phone use.
In a QA evaluation, this topic carries the most weight, making up 35% of your total score.
What is Accuracy of Information.