DPA Final Test To Be Completed

1. List 2 circumstances, as per the QCC guidelines, in which you do not need to offer further assistance. (2 mrks)

1. How many attempts will TDS make on an electronic ACH payment before it comes back as NSF? (1 mrk)

As per the call transfer job aid, list 1 function each of the CS dept, FS dept, Sales dept, repair Dept. (4 mrks)

1. List 6 Common FS Tasks. (6 mks)

What does BMS mean? (1mrk)

According to the QCC guidelines, what does a proper opening entail? (4 mrks)

1. List 3 ways in which we can use INAT/CST to assist in searching for a customer. (3 mrks)

1. A customer calls in saying they have made a payment on their account however you are not seeing the payment recorded(ivr). List all the important steps you would take to investigate the payment. (4 marks)

1. When you see ‘S’ in Desi for the bill print media what does this mean and why would it show “S”? (2 marks)

1. List three ways in which you would primary authenticate the customer. (3 marks)