Corporate Social Responsibility Quiz!

1. What action should a CSR take if they receive a commercial call and are not trained in the appropriate system?

Advise the customer to call back and speak to someone who is trained.

Warm transfer the customer to the commercial unit.

Own the call you get and take the claim in eCCAp pending.

None of the above.

If a CSR receives a commercial call and is not trained in the appropriate system, they should warm transfer the customer to the commercial unit. This means transferring the call to a colleague or department that is specifically trained to handle commercial calls. This ensures that the customer's needs are addressed by someone who has the necessary knowledge and expertise in dealing with commercial inquiries or issues.

Explanation

If a CSR receives a commercial call and is not trained in the appropriate system, they should warm transfer the customer to the commercial unit. This means transferring the call to a colleague or department that is specifically trained to handle commercial calls. This ensures that the customer's needs are addressed by someone who has the necessary knowledge and expertise in dealing with commercial inquiries or issues.

2. Where is the phone number for the commercial unit located?

On the tools tab in Softphone under Frequently Called Numbers.

Call the BAT Phone and obtain the phone number from a supervisor.

Ask your neighbor.

All of the above.

The phone number for the commercial unit is located on the tools tab in Softphone under Frequently Called Numbers. This suggests that the Softphone application has a specific section dedicated to frequently called numbers, and the phone number for the commercial unit can be found there.

Explanation

The phone number for the commercial unit is located on the tools tab in Softphone under Frequently Called Numbers. This suggests that the Softphone application has a specific section dedicated to frequently called numbers, and the phone number for the commercial unit can be found there.

3. Why did the commercial workflow change take place?

The advanced routing system was not working properly.

More CSRs were added to the commercial unit.

CSR could not access commercial policies in Claims Gateway.

The commercial workflow change took place because feedback was given that the former workflow did not provide the highest level of On Your Side service for our commercial customers.

Explanation

The commercial workflow change took place because feedback was given that the former workflow did not provide the highest level of On Your Side service for our commercial customers.

4. If a commercial CSR is not available to receive the transfer, what action should a non-commercial trained CSR take?

Save in pending, new coverage question.

Save in pending, commercial new coverage.

Ask the customer to call back when it’s not so busy.

Save in pending, callback.

A non-commercial trained CSR should save the transfer in pending and categorize it as a commercial new coverage. This means that they should temporarily hold the transfer and classify it as a request for new coverage in the commercial sector. This allows the CSR to prioritize and address the transfer appropriately when a commercial CSR becomes available.

Explanation

A non-commercial trained CSR should save the transfer in pending and categorize it as a commercial new coverage. This means that they should temporarily hold the transfer and classify it as a request for new coverage in the commercial sector. This allows the CSR to prioritize and address the transfer appropriately when a commercial CSR becomes available.

5. What is the appropriate action to take if a CSR receives an inquiry call on a commercial claim?

Warm Transfer to the commercial unit.

Advise the customer to call their agent.

Use Claims Gateway or CHC and locate the information for the customer.

Transfer to your supervisor and they will look up the needed information.

The appropriate action to take if a CSR receives an inquiry call on a commercial claim is to use Claims Gateway or CHC and locate the information for the customer. This means that the CSR should use the Claims Gateway or CHC system to find the necessary information related to the customer's inquiry on the commercial claim. This action ensures that the CSR can provide accurate and relevant information to the customer, addressing their query effectively.

Explanation

The appropriate action to take if a CSR receives an inquiry call on a commercial claim is to use Claims Gateway or CHC and locate the information for the customer. This means that the CSR should use the Claims Gateway or CHC system to find the necessary information related to the customer's inquiry on the commercial claim. This action ensures that the CSR can provide accurate and relevant information to the customer, addressing their query effectively.