Outbound Scheduling Calls

1. All of the customer's information is located in the top section of Five9

True

False

2. For a 2 attempt campaign, if you see call number 3, what disposition would you use?

Completed

Could Not Complete - Owner Not Available

Could Not Complete - Bad Contact

Call Not Necessary - Over Max Attempts

3. You should ALWAYS call both home and cell numbers.

True

False

Submit

5. You always select "Call Not Necessary" after making the phone call.

True

False

6. How do you reach your scheduling software/dealership landing page?

Pressing Manual Connector

Go To Autologin Page

Pressing Start Worksheet

There is No Way to Pull Up the Dealership Landing Page

7. The phone number is the most accurate way of pulling a customer up in the scheduling software.

True

False

8. You do not need to fill out a worksheet if the number you called is a Bad Contact.

True

False

9. The most important information to look at for a Declined Service call is the service that was recommended.

True

False

10. What information is required in the Agent Notes section of Five9?

Attempt Number

Date

Notes From the Call

Initials

All of the Above

Submit

12. Which one of these op-codes is not used when scheduling an appointment?

DGA-TC

DGA-DPT

DGA-REC

DGA-DEC

13. You are given _ seconds of preview time, and _ seconds of wrap up time.

60 & 30

15 & 30

30 & 15

30 & 60

14. What do you do if you run out of room in the Agent Notes section of Five9?

Erase the first agents notes

Do not write any new notes

Erase all of the previous' agent notes

Tell your team lead

15. Toyota Care is the ONLY scheduling call the customer does NOT need to pay for.

True

False

16. You must ALWAYS pull a customer's information up in the scheduling software before calling the customer.

True

False

17. You must put your initials in the worksheet.

True

False

18. Where do you put notes taken from the call?

Agent Notes

You do not have to write any notes for the call

The Worksheet

Agent Notes and the Worksheet

19. Which of the following does the customer have to pay out of pocket for?

Toyota Care

Declined Services

Recalls

Special Ordered Part

20. Which of the following is not included on the outbound scheduling matrix?

Time Out Percentage

Dials Per Hour

Attendance Adherence

Scheduling Percentage

Percentage of Bad Contacts

Submit

Outbound Scheduling Calls

1. All of the customer's information is located in the top section of Five9

2.

What first name or nickname would you like us to use?

2. For a 2 attempt campaign, if you see call number 3, what disposition would you use?

3. You should ALWAYS call both home and cell numbers.

4. You have ___ seconds to wrap up a call before it times out.

5. You always select "Call Not Necessary" after making the phone call.

6. How do you reach your scheduling software/dealership landing page?

7. The phone number is the most accurate way of pulling a customer up in the scheduling software.

8. You do not need to fill out a worksheet if the number you called is a Bad Contact.

9. The most important information to look at for a Declined Service call is the service that was recommended.

10. What information is required in the Agent Notes section of Five9?

11. There are ___ points of the confirmation that you must hit for every scheduled appointment.

12. Which one of these op-codes is not used when scheduling an appointment?

13. You are given _ seconds of preview time, and _ seconds of wrap up time.

14. What do you do if you run out of room in the Agent Notes section of Five9?

15. Toyota Care is the ONLY scheduling call the customer does NOT need to pay for.

16. You must ALWAYS pull a customer's information up in the scheduling software before calling the customer.

17. You must put your initials in the worksheet.

18. Where do you put notes taken from the call?

19. Which of the following does the customer have to pay out of pocket for?

20. Which of the following is not included on the outbound scheduling matrix?

21. What information is most important to look at before calling a customer for Toyota Care?

Outbound Scheduling Calls

1. All of the customer's information is located in the top section of Five9

2.

What first name or nickname would you like us to use?

2. For a 2 attempt campaign, if you see call number 3, what disposition would you use?

3. You should ALWAYS call both home and cell numbers.

4. You have ___ seconds to wrap up a call before it times out.

5. You always select "Call Not Necessary" after making the phone call.

6. How do you reach your scheduling software/dealership landing page?

7. The phone number is the most accurate way of pulling a customer up in the scheduling software.

8. You do not need to fill out a worksheet if the number you called is a Bad Contact.

9. The most important information to look at for a Declined Service call is the service that was recommended.

10. What information is required in the Agent Notes section of Five9?

11. There are ___ points of the confirmation that you must hit for every scheduled appointment.

12. Which one of these op-codes is not used when scheduling an appointment?

13. You are given ___ seconds of preview time, and ___ seconds of wrap up time.

14. What do you do if you run out of room in the Agent Notes section of Five9?

15. Toyota Care is the ONLY scheduling call the customer does NOT need to pay for.

16. You must ALWAYS pull a customer's information up in the scheduling software before calling the customer.

17. You must put your initials in the worksheet.

18. Where do you put notes taken from the call?

19. Which of the following does the customer have to pay out of pocket for?

20. Which of the following is not included on the outbound scheduling matrix?

21. What information is most important to look at before calling a customer for Toyota Care?

13. You are given _ seconds of preview time, and _ seconds of wrap up time.