More Help & Escalation Tips

11 Questions | By Gabrielacorado99 | Updated: Oct 26, 2015 | Attempts: 26

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Questions and Answers

1.

If you receive a regular call and they ask you for a Supervisor, and you are part of the Help & Escalations Team, you can say:(Select the correct answer)
- A.
  
  "I am part of the management team, I will be happy to assist you, how can I help you?" If the customer allows you to assist them then assist.
- B.
  
  "My supervisor is with another customer right now. I will be happy to assist you, how can I help you?" If the customer allows you to assist them then assist.
- C.
  
  "Do you mind if I place you on hold for two minutes while I get my supervisor for you?" Then at that time transfer the call to the Escalations Team
- D.
  
  "I could connect you to my supervisor but He/She will give you the same information. Do you still want me to transfer you over to my Supervisor?" Then at that time transfer the call to the Escalations Team
2.

When should you note an account?(Select the correct answer)
- A.
  
  Whenever you touch an account. You should note why you got the call and what was done on the call as well.
- B.
  
  Whenever you are not able to resolve the issue. You should note why you got the call and what was done on the call as well.
- C.
  
  When it is a retention call and the customer stayed with the company. You should note why you got the call and the rebuttals used.
- D.
  
  Whenever you have the time to complete the note during the call.
3.

If you get a call from an Agent and they do not want to except the information that you have provided and they become argumentative, then...(Select the correct answer)
- A.
  
  Argue with the Agent, use as much back up information you may have to defend your argument
- B.
  
  Do not argue with the Agent, report the agent to your Supervisor
- C.
  
  Give the agent 2 warnings before disconnecting the call.
- D.
  
  Transfer them back to the queue and tell them you will get a different agent to assist them
4.

If you get a call from a Customer and they do not want to except the information that you have provided and they become argumentative, then...(Select the correct answer)
- A.
  
  We never argue with them, if the call gets out of hand then, make the Customer aware you will get someone else on the line to further assist them.
- B.
  
  Argue with them, Prove them you are right. If the call gets out of hand then, Give the Customer 2 warnings before disconnecting the call.
- C.
  
  Offer a call back, Note the account and call them back later using another name.
- D.
  
  Note the account, Cold transfer to escalations so they can assist the customer better.
5.

You may run across questions or situations that you are not familiar with, you should...(Select the correct answer)
- A.
  
  Let the Customer or the Agent know that you do not know what you are doing, or that you do not know what you are talking about and transfer to
- B.
  
  Let the customer know you will transfer them to the escalations queue.
- C.
  
  You should still sound confident on every call, and assure the Agent or the Customer, that you will be happy to assist them and make sure you get the answer or answers you need to assist the Customer and the Agent.
- D.
  
  Transfer them back to the queue to get someone else to assist them.
6.

When you get a Help call you do not need to ask if the Customer has been authenticated, only on an Escalated call do you need to ask that question.
- A.
  
  True
- B.
  
  False
7.

If you see an account in Be Quick and the Overview tab shows Active, but the Service tab shows Inactive, Edit the Account to change the Status on the Overview tab to say Inactive or Final Bill.
- A.
  
  True
- B.
  
  False
8.

When should you contact Agent Relations?(Select the correct answer)
- A.
  
  If you get an Escalated call and the issue gets out of hand
- B.
  
  To have the Customer’s account De-Enrolled
- C.
  
  To send a LL Re-certification
- D.
  
  To process a LL Aplication
9.

If there is an account in Be Quick that shows pending and there are no notes and it is a CDMA account the customer will have to wait till the phone is shipped and then the status will change to Active
- A.
  
  True
- B.
  
  False
10.

It is okay to address the customer by there first name as long as the customer does not have a issue with it.
- A.
  
  True
- B.
  
  False