This quiz is to insure you have a very clear understanding of the wrong number training.
Remain polite, courteous and treat the consumer with RESPECT, make a note in Latitude and move to the next call
Advise the consumer we will remove the number, and disposition the dialer as wrong number and move on to the next call.
Advise the consumer we will remove the number only if they send us a letter requesting that we remove the number.
Remain polite, courteous and treat the consumer with RESPECT, Advise the consumer we will remove the number, disposition the dialer and Latitude as WN (Wrong number) and Remove the phone number from Latitude.
Probe to find out why they don't know the person we are asking for
Remove the number from Latitude and Disposition the Dialer as Talked to Other
Remain polite, courteous and treat the consumer with RESPECT, Advise the consumer we will remove the number, disposition the dialer and Latitude as WN (Wrong number) and Remove the phone number from Latitude.
Remain polite, courteous and treat the consumer with RESPECT, but leave the number in latitude, and disposition the dialer as Talked to Other.
Remain polite, courteous and treat the consumer with RESPECT, Advise the consumer we will remove the number, disposition the dialer and Latitude as WN (Wrong number) and Remove the phone number from Latitude.
Thank them for taking the message and advise we will call back another time
Advise them we will notate the message, disposition the call as Talked to Other in the dialer and notate you left a message with a 3rd party, and move on to the next call.
Notate LM and disposition the dialer as Talked to Other, mark the number as Good.
Notate 3rd party hung up and move to the next call
Notate 3rd party hung up, disposition as Talked to Other and mark the number as Good
Remain polite, courteous and treat the consumer with RESPECT, Advise the consumer we will remove the number, disposition the dialer and Latitude as WN (Wrong number) and Remove the phone number from Latitude.
Disposition the Dialer as No Answer, notate No answer and mark the number as Good
Disposition the dialer and Latitude as TW (Talked with Other). Change phone number status from "unknown" to Good.
Notate No Answer and disposition as No Answer.
Nothing move on to the next.
Remain polite, courteous and treat the consumer with RESPECT, Advise the consumer we will remove the number, disposition the dialer and Latitude as WN (Wrong number) and Remove the phone number from Latitude.
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