Contact Center Level 1 - Day 1

An Interaction is a one-time encounter with a member that does not require follow-up.

• False

• True

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

A contact center rep must ask at least ____ out-of-wallet questions to fully verify a member.

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

It is not important to verify a member's phone number on every call.

• True

• False

What should a rep listen for when speaking with a potential fraudster?

• Pauses

• Over-talking

• Mumbling

• Background Noises

• All of the above

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

Opportunities are not member-impacting.

• True

• False

Every Contact Center interaction should include...

• What the conversation was about

• Who you spoke to

• Out-of wallet questions asked

• Answers to OOW questions, even if wrong

Centris' mission is to be the place where everyone wants to ____ and ______.

• eat, play

• work, play

• grow, belong

• work, belong