Metrics
What is the goal for ACW?
20 seconds or less
Voiceprint is inconclusive, customer has CTI only & Verbal password in MCOMs, how does Ian proceed?
Ian can reset VP and if deems status due to technical difficulties. He will ask for the verbal password & do CTI before helping the customer with their request, if still inconclusive. :D
Customer visits a branch to update their information. Customer gets home and calls our LP agent Angelique. After Angelique does her due diligence, she tells the cx that she needs to refer them to br. Customer says they just visited a br today. Where can Angelique confirm this info?
CIF MCID
MCOM stating " Refer customer to call Fraud 1-844-218-9830"
What is so fragile that saying its name breaks it?
Silence
What is Transfer Rate?
The numbers of calls transferring to another department which is not related to your business.
Customer did not receive their funds for a fraud claim, which procedure is Miguel following?
Loss Prevention - Claim Inquiries: No Longer Fraud / Additional Fraud Transactions / Customer now Reporting Fraud / Status Inquiry
Access Card - Claims Status Inquiry
Abdul has a customer who is reporting a 30$ transaction from Paypal as fraudulent, Abdul is able to see the transaction on Account Activity and he has now finished the step 14 of Access Card Fraud procedure, what appropriate option does Abdul have to choose?
Loss with Electronic Fraud
Which Department takes care of Line Of Credit
PL&A
Professional Lending & Advice
Which month has 28 days?
All of them
What is the 3 component of AHT
Average Talk Time, ACW & Average Hold Time
Meriem is receiving a call from a police officer that wants to have more information about some fraud issue. What procedure is Meriem following and what should she do?
Fraud - Investigation Calls (Police, Global Security & Investigation or Fraud Management)
Transfer to R.O
Rose call LP because she is unable to receive an EMT, What are things that the agent Miguel has to look on Certapay to figure out the reason?
CP Disabled
Email/Mobile Number on blocklist
Profile History for date & reason
Which department takes care of Mutual Funds
MI
Money In
You see me once in June, twice in November, and not at all in May. What am I?
The letter " E "
The more I follow my schedule, the better my percentage is, what metric am I
Adherence
The agent Stephanie has Ian on the line who is A+B CVV2 authenticated has a the card on Depo, has a recent address change and an Easyweb password reset that happened 2 days ago. Stephanie confirmed all the transactions on the account. What is her next step?
Procedure name & steps needed.
Loss Prevention - Access Card - No Fraud
Step 9.
Stephanie needs to refer customer the customer to the branch for authentication and add MCOM
Customer calls in saying they opened an account online, received their debit card in the mail, and deposited cash in their chequing account (in this order)..but the cx still can't use their card in store. Meriem checked for any fraud, VBV or blocks concerns but there weren't any. Which screen would you verify to see if there are any conditions on the account
CPA MENUC
A customer gives you a phone number to verify if it was TD, what do you do?
Verify MCOMs, Call Activity & Common Number.
I have cities, but no houses. I have mountains, but no trees. I have water, but no fish. What am I?
A Map
There is no change for my metric between new hires & tenured agent what are we?
Average Hold Time & ACW
Moritz is receiving a call from a customer and the email money transfer is Intercepted, how do we know that it is? And what procedure should Moritz follow?
Customer confirms the legitimacy of the e-Transfer, but the contact name and email differ from the recipient name and email.
Loss Prevention - Interac e-Transfer (EMT) Process
Loss Prevention - Access Card - Fraud
Cx is reporting a transaction fraudulent, Cassandra see the transaction on account activity but when she goes to mark the transaction it does NOT appear on PRM. Why can't she see the transaction on PRM and what should she do?
It's an APEX transaction
Cassandra should transfer to EL or refer to branch.
Customer's card is on fraud status, when Angelique verify on ACS EHACS she sees that the USER ID who changed it to fraud status is NCL Sweep or NRT MCOM, where should she transfer?
Collections Department
A plane crashed between the border of France and Belgium. Where were the survivors buried?
They weren’t. Survivors don’t need to be buried.