Soft Skills
What should you avoid saying while on a call?
Let me check with my supervisor.
I’m new.
Sir/Ma’am.
Inappropriate language.
What do we need to say when a caller mentions they gave birth or had an adoption?
Congratulations!
What do you do if there is a discrepancy in the TipSheet or Benefits Guide?
Escalate to the internal team for clarification.
Reach out for assistance.
What types of written communication do we use at WEX?
Emails
Chats
Notating accounts
Is it okay to make up the information for a ppt if you aren’t sure of the answer?
No. We should never make up information. Always follow the proper process for requesting assistance if you are unsure of what to communicate to a ppt.
How should your voice sound when taking calls?
Calm and professional.
What makes an introduction so important?
It’s our chance to make a great first impression. A first impression can impact the rest of the call and ppt experience.
What is the key to comfort and speed?
Repetition
Where do you go when you don’t understand a note or email?
Follow the proper process for requesting assistance.
What is the first thing we should do when a caller is upset?
Listen to them. Let them vent.
When a ppt calls in to report a death, what should you say?
Sorry for your loss.
What are the 3 sections of a phone call?
Introduction, Body, Conclusion
What steps do we take when we can’t find an answer to a ppt’s question?
Check the TipSheet
Review the benefits guide
Reach out to request assistance
Escalate to the internal team
When is it okay to use inappropriate language?
Never. We should always be professional and appropriate.
When is it acceptable to talk over a ppt?
Never. We should not be talking over the ppt.
Where should you check for answers before requesting assistance?
Always check the TipSheet. You can also look at the User Contacts, benefits guide, or emails.
What kinds of questions are we asking callers during the body of our conversation?
Probing and clarifying questions
When should we send over urgent requests?
Truly urgent situations.
Examples:
Life and death situation.
Extreme need for medical/rx attention.
Processing delays (past the standard 7-10 business days).
When can we use shorthand/abbreviations?
Most of the time we need to spell everything out, however, we can use the Abbreviation Cheat Sheet to see the approved abbreviations.
Why is recapping important?
It helps prevent miscommunication and helps the caller feel understood.
What is the max amount of time a ppt should be on hold before going back to the call?
2 mins
What expressions can be heard on a phone call?
Smile
Indifference
Anger
Boredom
All kinds of expressions
What do we do if a ppt is upset on a call?
Attempt to de-escalate the situation with active listening, empathy, and problem-solving.
Escalate the issue to the internal team.
Request assistance as needed.
Is it okay to be rude to someone who was rude to you first?
Absolutely not. We should always remain calm and professional. If you experience someone being rude to you, please follow the proper process for requesting assistance.
What does “reading the temperature of the room” mean?
Listening to verbal queues from the caller, paying attention to the caller’s emotional queues, and conveying a sense of urgency when appropriate.