
Contact Center Level 1 - Day 1
Authored by Robin Fredieu
Other
Professional Development
Used 7+ times

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10 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
An Interaction is a one-time encounter with a member that does not require follow-up.
False
True
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
How many times should you say a member's name during a call?
What's in a name?!
5
I don't have to use the member's name.
At least twice
3.
FILL IN THE BLANK QUESTION
1 min • 1 pt
A contact center rep must ask at least ____ out-of-wallet questions to fully verify a member.
4.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
What is NOT a valid question to verify or authenticate a member?
Last check that cleared your account?
Last 4 of Social Security Number
Name of the Joint Owner
Current Address
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
It is not important to verify a member's phone number on every call.
True
False
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What should a rep listen for when speaking with a potential fraudster?
Pauses
Over-talking
Mumbling
Background Noises
All of the above
7.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
When ending a call with a member, you should always...?
Ask if there is anything else you can assist with.
Tell the member to hang up the phone
Say 'Bye' then disconnect the call
Thank the member for calling or for their membership
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