CALL/CHAT FLOW

What are the 6 Quality Elements in a standard Call/Chat Flow Process?

• Acknowledgement, Observation, Offer Initial Assistance, Extend Help, State your name and Closing spiel

• Greetings/DPA, Paraphrase, Ask probing questions, Extend help, Offer mobile app and Closing

• Acknowledgement, Empathy, Resolution, Check in with Customer, Add Value and Closing

• Greetings/DPA, Paraphrase, Ask probing questions, Extend help, Set proper expectation and Proper Branding

"How can I help you?" is a sample spiel of...

• State your Name

• Offering initial assistance

• Identify the issue

• Extend help

True or False. Is Offering Mobile App/Website required only for billing and rate inquiries?

• True

• False

"Let me check my resources to make sure I can provide you the correct information." can be found in what element?

• Empathy

• Add Value

• Resolution

• Acknowledgement

"Don't worry, I'm here to resolve it for you!" is a sample spiel of...

• Assuring Statement

• Reassuring Statement

What does DPA means?

• Data Purpose Analysis

• Data Private Act

• Data Performance Acquired

• Data Privacy Act

What is the correct sequence for a good Call Flow?

• Acknowledgement, Empathy, Resolution, Check in with customer, Add Value and Closing

• Acknowledgement, Check in with customer, Empathy, Resolution, Add Value and Closing

• Acknowledgement, Empathy, Check in with customer, Add Value, Resolution and Closing

• Acknowledgement, Add Value, Empathy, Check in with customer, Resolution and Closing

True or False. It is important to Authenticate the Caller's name first before providing the information.

• False

• True

What is the passing score for both Telephony and Digital Evaluation as a Team?

• 75%

• 78%

• 85%

• 80%

True or False. It is okay not to document an emergency call.

• True

• False