Basic Script
Caller is given option to receive resources by text message at the end of the call or given verbally to write down.
What is the Standard Greeting?
8 AM to 8 PM Monday through Friday, and from 8 AM to 5 PM Saturday and Sunday.
What are our Hours of Operation?
Hello, my name is <CSR name> and I will be assisting you today in solving your issue. Can you tell me more about the specific issue you’re experiencing and when you encountered it?
What is the HelpDesk standard greeting?
Redemption support line. DID number: 925-201-6327
What is do not give to the caller?
Caller wants a physical card instead of a digital card.
What is BHN Rewards?
That’s a great question. Unfortunately, I don’t have an answer available at this time. However, the state of California has additional resources that might help you. The California Coronavirus Response website, which is frequently updated with the most current information. If you’d like, I can provide you with that information now or text it to you at the end of this call.
What is the No Answer respons?
You must be one of the first two million individuals who start (and subsequently complete) their COVID-19 vaccine process between May 27 and July 18.
What is You call the Shot California program?
One moment while I transfer you to an agent that can assist you with this issue. I will stay on the line during the transfer to ensure you get the help you need.
What is a warm transfer?
One moment while I transfer you. If you get disconnected at any point, the toll-free number you will want to call back is 833-901-6374.
What is a cold transfer?
Agent should always remember to address the 3 points when applicable: Additional assistance, thanking the caller and satisfaction survey.
What is the Standard Closure?
Number of days from the final vaccination dose for the caller to receive redemption code?
What is 14 days?
One moment while I transfer you to my leadership for further assistance.
What is a VA caller?
May not work, may give you an error message or may experience issues with the website
What is a redemption code?
Caller has a transaction number and is currently waiting for it to arrive in their email.
What is a digital card?
I am going to place you on a brief hold. I will check back in with you if it is going to last more than 2 minutes.
What is the Standard Language for Putting a Caller on Hold?
This is part of the qualifying workflow and must be asked before escalating to the help desk.
What are the Qualification Questions?
5 business days vs 14 business days
What is a digital card or a physical card?
Please be advised there is a $3.00 fee
What is a physical card?
Please be advised there is a $3 fee
What is a physical card?
I am ready to provide that information for you <insert name>. Before I do, I just need to ask if you are driving or not? I want to make sure you are in a safe place to write this down.
What is the Safe Script?
If the caller is unsure of their vaccine dose dates
What is not eligible to transfer to helpdesk?
Virtual Prepaid Mastercard, Kroger, and Alberstons.
What are the gift card selections?
A caller must have in order to be able to redeem the code?
What is an email?
CALLER HAS TECHNICAL ISSUES AFTER CODE REDEMPTION OR FOR PHYSICAL/DIGITAL CARD ISSUES AFTER CODE REDEMPTION
What is BHN Rewards