RCB Rules

Is it obligatory for the agents to obtain all the customer contact details and insert them into CRM?

• Yes, all the contact details should be inserted.

• It's optional.

• Just phone number and email should be inserted.

• According to the RCB policy, the contact details are not mandatory.

Choose the acceptable answer regarding advertising.

• The prices are not real. Give me 5 minutes, I will find you something.

• The above policy applies to phone conversations, chats and email correspondence.

• The price displayed on our website is available for certain dates in low season. You can check the requirements by clicking the disclaimer (*) next to the price.

• The prices you see are never available.

The agent must state the name of the company as:

• Wowfare/Ovago etc.

• Wowfare/Ovago etc. and himself/herself

• Travel Services and himself/herself

• Travel Services

Choose the top qualities of a professional agent on the line:

• The agent has ineffective communication skills.

• The agent follows the script.

• The agent tells jokes.

• He /She doesn't have to be a problem-solving agent.

In case the agent doesn't manage to come up with the options at the promised time, what should he/she do?

• The agent notifies the customer that he/she is still working on the request.

• The agent comes up with options when they are ready.

• The agent expects the price quotes from the experts.

• Once the promise is made, the agent shouldn't keep it regardless of the circumstances.

What is the important function of advertising?

• Prevents launching many new products in the market.

• Ineffective advertising makes people remember the agents' names.

• Advertising is just to attract customers.

• To sell products and services to earn profit.

When is an agent allowed to disconnect or transfer the call to another agent?

• In case the agents are allowed to take over the lead without the supervisor's involvement.

• At the supervisor's or the client's request in order to be assisted by another agent.

• When there is no time for the agent to process the lead properly.

• In case an agent wants to interfere with better options.

When interacting with customers, what channels are the agents allowed to communicate with?

• Alternative to those provided by the company.

• It doesn't matter.

• Social networks that allow screenshots and photocopies.

• Only channels provided by the company.

Is it manadtory unsubscribing the customers' requests not to receive future communication?

• The agent should ignore these requests and continue working with the client.

• Yes, it's optional, depending on the client.

• The agent unsubscribes the client from future communications without notifying his/her supervisor.

• Yes, it is obligatory unsubscribing the customers' requests not to receive future communication.

How many penalty points does the agent get in case he/she doesn't ask for the name/phone number and email?

• 1 P

• 2 P

• 3 P

• 0 P, contact details are already inserted.