Soft Skills
These are learned unlike soft skills.
What are hard skills?
30 seconds
What is the standard hold duration?
Seven
The maximum number of questions to ask overseas clients.
Use of name before account number and probing
What is impressive client recognition?
Smile, Ask questions, Give answers/assistance as quickly as possible.
What are successful telephone techniques?
Set expectations for this.
When you anticipate a lengthy hold.
Four.
The minimum number of questions to ask during verification.
Twenty
What is the number of sub-sections on the monitoring sheet?
Thank by name, wish client a good day and use company's name.
What is Call Closing?
This is always done on returning from hold.
Thanking the client
"share a recent transaction done on your account"
This is not a verification question.
Inbound, Outbound, Inbound Transfer...
What are examples of Call Direction in CC Log?
Pace, Volume, Inflection, Intensity, Attitude
What are elements comprising Tone?
Have to
What is an example of a Zero word/phrase?
Only used where limited details are available on client on our systems.
What are back-up questions?
Wildcard
What is searching the using the % sign before and after name?
85%
What is the impact of tone on a message?
This is not what you put in to your service, but what the client gets out of your service.
What is quality?
"Can you share the type and currency of two accounts you have with us?"
Verification question from the Account category.
Autofail/zero grade for call.
What happens when Nurture Needs or Verification is zero.