Escalations Quiz 1-revised

20 Questions | Total Attempts: 46

SettingsSettingsSettings
Please wait...
Management Quizzes & Trivia

Questions and Answers
  • 1. 
    When escalating a case, its status should be which of the following?(Select all that apply)
    • A. 

      Closed

    • B. 

      New

    • C. 

      In-Progress

    • D. 

      On-Hold

  • 2. 
    Select all options that are consider authentication factors for a member's account. 
    • A. 

      DOB

    • B. 

      Recent Salesforce cases

    • C. 

      Phone Number

    • D. 

      Secret Question and Answers

    • E. 

      Name

    • F. 

      Address

    • G. 

      Last Digits of ID

  • 3. 
    Agents are permitted to assist caisse teller trouble shoot their computer.
    • A. 

      True

    • B. 

      False

  • 4. 
    Agents are permitted to assist caisse tellers with...
    • A. 

      Update profile information of member

    • B. 

      Troubleshooting caisse computer

    • C. 

      Generating a withdrawal code with the member on the phone

    • D. 

      Troubleshoot issues with IRNet

  • 5. 
    Does a call center agent need to authenticate a HT member who is at a caisse trying to generate a withdrawal code?
    • A. 

      No

    • B. 

      Yes

  • 6. 
    Which of the following piece of information can be used as additional security questions when authenticating a HT member's account? Select any that apply. 
    • A. 

      Name of Caisse used to register

    • B. 

      Account status

    • C. 

      Approximate Date of registration

    • D. 

      Last transfers made or received

    • E. 

      Last 4 digits of Visa card

    • F. 

      Account balance

    • G. 

      Name of last transfer beneficiary

    • H. 

      All of the above

  • 7. 
    Which of the following can be used as additional security questions when needed to further validate a US member? (Select all that could apply)
    • A. 

      Account balance

    • B. 

      Boom PIN

    • C. 

      Full Card Number

    • D. 

      Amount, method and locations of last load

    • E. 

      Routing and Account Number

    • F. 

      Approximate registration date

    • G. 

      Recent transfer details (amount, date and recipient name or number)

  • 8. 
    If a US member's account has been suspended what information must be provided/verified by the member?
    • A. 

      Government ID

    • B. 

      Address

    • C. 

      Social Security Number

    • D. 

      Name

    • E. 

      All the above

  • 9. 
    What information can an agent safely disclose to a caller before the member's account/caller has been authenticated?
    • A. 

      Account balance

    • B. 

      Transaction Details

    • C. 

      Account Status

    • D. 

      None of the above

  • 10. 
    What information must be disclosed to the member prior to confirming a transfer? (Select all that apply according to Dodd Frank compliance).  
    • A. 

      The recipient Name and/or Phone number

    • B. 

      Date funds are available to the recipient

    • C. 

      (Boom) Transfer fee

    • D. 

      The recipients future account balance

    • E. 

      The transfer amount

    • F. 

      Currency the recipient will receive

    • G. 

      Cancelation policy

    • H. 

      None of the above

  • 11. 
    When placing an outbound call, is it necessary to authenticate a member by verification code or security questions if the information being discussed involved details about a members account?
    • A. 

      Yes

    • B. 

      No

  • 12. 
    A transfer that has been sent to an other registered Boom member can be canceled. 
    • A. 

      True

    • B. 

      False

  • 13. 
    Which of the following questions are good to ask a US sender who has called to report that their recipient has been unable to receive the funds? (Select all that apply)
    • A. 

      What is the recipient phone number?

    • B. 

      When was the transfer completed?

    • C. 

      Did your recipient provide the necessary documentation when they registered?

    • D. 

      What was the amount of the transfer?

    • E. 

      Did the recipient provide you with a reason they could not withdrawal their funds?

    • F. 

      How angry is the recipient?

    • G. 

      What method did the sender use to make the transfer? App, text, or Agent assisted transfer?

    • H. 

      Has the recipient used the Boom mobile app?

  • 14. 
    Which queue would you escalate this issue to:A caisse calls and report the internet is down.
    • A. 

      Back Office

    • B. 

      Customer Support

    • C. 

      HT Country manager

    • D. 

      Escalations Queue

  • 15. 
    Which queue would you escalate this issue to:HT Account has a potential account a status
    • A. 

      Back Office

    • B. 

      HT Country Manager

    • C. 

      Customer Support

    • D. 

      Escalations Queue

  • 16. 
    Which queue would you escalate this issue to:A member calls and states that they were refused service at a caisse
    • A. 

      Back Office

    • B. 

      Customer Support

    • C. 

      HT Country manager

    • D. 

      Escalations Queue

  • 17. 
    If Agent portal is not working who should be contacted?
    • A. 

      Back Office immediately via SF ticket escalation

    • B. 

      HT Country Manager immediately via chatter message

    • C. 

      Digicel Supervisor immediately in person or via phone call

    • D. 

      Yvka via immediately via Salesforce message or in person

  • 18. 
    If member provides incorrect answers for 2 of the 4 core authentication questions (Name, DOB, Address, Last of ID) which of the following is the best script to read to the customer?  (Assume member gave all information, this DOES NOT include scenario where member needs to call us back to provide info). 
    • A. 

      I'm sorry {member name} but the information you gave doesn't match the info in your account. I'm sorry I cannot help you. Please call back when you can provide your proper address, DOB, and SSN.

    • B. 

      I'm sorry {member name} but based on the information your provided I am not sure you are who you say you are. I will not be able to assist you today. Thank you for calling Boom customer care. Have a nice Day.

    • C. 

      I am sorry {member name} at this time I am not able to authenticate the information you provided. I am sorry I am not able to assist you today, but you can expect a call from our Account Service Department who will be able to properly assist you. When is the most convenient time for them to reach you?

    • D. 

      I'm sorry {member name} but you provided the wrong information. For security purposes I cannot access your account information. If you call back and provide the correct information I will be better able to assist you.

  • 19. 
    True or Fales, whenever I am at work I should be logged into Salesforce with my chatter window open? 
    • A. 

      True

    • B. 

      False

  • 20. 
    What browser should you use for Salesforce and Agent Portal?
    • A. 

      Internet Explorer

    • B. 

      Google Chrome

    • C. 

      Safari

    • D. 

      Firefox