SOP (Standard Operating Procedures) QUIZ

1. In order to achieve First Contact Resolution on a Payment Balance call, what are important questions to ask the Card Member when they query their balance amount on a GRCC card?

The important questions to ask the Card Member when they query their balance amount on a GRCC card are: would you like to know the minimum amount due now, would you like to know your last statement balance, would you like to know the current balance to date including any unbilled charges, and would you like to know your available credit. These questions cover the essential information needed to accurately address the Card Member's query and provide them with the necessary details about their payment balance.

Explanation

The important questions to ask the Card Member when they query their balance amount on a GRCC card are: would you like to know the minimum amount due now, would you like to know your last statement balance, would you like to know the current balance to date including any unbilled charges, and would you like to know your available credit. These questions cover the essential information needed to accurately address the Card Member's query and provide them with the necessary details about their payment balance.

2. The term OTB (Open to Buy) best refers to which of the following?

It indicates the Card Member’s credit limit on the card

It indicates the amount available for the Card Member to spend

It indicates the minimum monthly amount that the Card Member needs to spend to remain a High Value Card Member

OTB (Open to Buy) refers to the amount of credit or funds that are available for the Card Member to spend. It represents the remaining balance or limit that the Card Member has for making purchases or transactions on their card.

Explanation

OTB (Open to Buy) refers to the amount of credit or funds that are available for the Card Member to spend. It represents the remaining balance or limit that the Card Member has for making purchases or transactions on their card.

3. In order to achieve First Contact Resolution on a Payment Balance call, what are two very important questions to ask the Card Member when they query their balance amount on an RCP Card?

When are you looking to pay your balance and what type of method will you be paying?

Would you like to know your due date and the different types of methods you can pay your account by?

The two important questions to ask the Card Member when they query their balance amount on an RCP Card are whether they would like to know their current balance due and whether they would like to know the balance of any unbilled charges. These questions help to address the immediate concerns of the Card Member regarding their payment balance and provide them with a comprehensive understanding of their financial obligations. By asking these questions, the customer service representative can ensure that they provide accurate and relevant information to the Card Member, thereby increasing the chances of achieving First Contact Resolution.

Explanation

The two important questions to ask the Card Member when they query their balance amount on an RCP Card are whether they would like to know their current balance due and whether they would like to know the balance of any unbilled charges. These questions help to address the immediate concerns of the Card Member regarding their payment balance and provide them with a comprehensive understanding of their financial obligations. By asking these questions, the customer service representative can ensure that they provide accurate and relevant information to the Card Member, thereby increasing the chances of achieving First Contact Resolution.

4. To achieve First Contact Resolution, what are two important pieces of information we should confirm when a Card Member enquires regarding their Payment Balance

That the Card Member is aware of their credit limit and spend history

That the Card Member is aware of their available payment methods and the timeframes associated with those methods

To achieve First Contact Resolution, it is important to confirm that the Card Member is aware of any Late Payment fees that may be due and when their Annual Card Fee is due for payment. This ensures that the Card Member has all the necessary information regarding their payment obligations and avoids any surprises or misunderstandings. By confirming these details, the customer can make informed decisions and take appropriate actions to meet their payment obligations on time.

Explanation

To achieve First Contact Resolution, it is important to confirm that the Card Member is aware of any Late Payment fees that may be due and when their Annual Card Fee is due for payment. This ensures that the Card Member has all the necessary information regarding their payment obligations and avoids any surprises or misunderstandings. By confirming these details, the customer can make informed decisions and take appropriate actions to meet their payment obligations on time.

5. To check the due date on an RCP and GRCC Card, where does the TSC Rep need to go to calculate the date?

The correct answer states that to check the due date on an RCP card, the TSC Rep needs to calculate 21 days from the statement issue date. This means that the due date for an RCP card is 21 days after the statement is issued. For GRCC, the TSC Rep needs to calculate 25 days from the statement issue date. This means that the due date for a GRCC card is 25 days after the statement is issued.

Explanation

The correct answer states that to check the due date on an RCP card, the TSC Rep needs to calculate 21 days from the statement issue date. This means that the due date for an RCP card is 21 days after the statement is issued. For GRCC, the TSC Rep needs to calculate 25 days from the statement issue date. This means that the due date for a GRCC card is 25 days after the statement is issued.

SOP (Standard Operating Procedures) Quiz