iD Mobile Voicemal - Checkpoint 3 Quiz

True or False: The first thing you need to do, is log a voicemail received event.

• True

• False

What should always you do before logging an event?

• Call the customer 

• Send the customer a pretext 

• Check if there is an existing event 

• None of the Above 

What type of event should you raise?

• Vulnerable 

• Complaint 

• Vulnerable or Complaint 

• Depending on which is required 

Which of these reasons make someone vulnerable

• Learning Disability 

• Power of Attorney 

• Low Income 

• All of the Above 

Which of the following is included in the notes template for the event ?

• Voicemail verbatim 

• Summary of Contact reason 

• Name and Last Name 

• All of the Above 

True or False: If you hear an EOD on the customer call, you should log a complaint event as you would normally.

• True

• False

If the first contact fails, which queue would you pass the event to?

• VM_COMP or VM_VULN 

• VM_URG 

• VM_CO2ND or VM_VU2ND 

• VM_CO1ST or VM_VU1ST 

What actions are needed for the VM_INT queue?

• Start contact attempts from the 1st 

• Check if customer contact us back 

• Review the notes to check for an update 

• All of the Above 

When a customer may go into a different channel such as webchat or letter, the agent in that team will move the voicemail event to this queue for you to know they have been in touch.

• VM_URG 

• VM_CO1ST or VM_VU1ST 

• VM_INT 

• VM_COMP or VM_VULN 

TRUE OR FALSE: The VM_CO2ND or VM_VU2ND queue is after a 1st failed attempt was made.

• TRUE

• FALSE