OPS Huddle

What is the best way to correctly getting or understanding the WS query?

• Ask the WS to repeat themselves

• Verbal confirmation (Repeating back what the WS said to them)

• A & B

• Provide solutions as per what you think is the query

What questions do you need to ask the WS to effectively escalate a query?

• Who called or sent the WS the SMS?

• What is the number that called or sent the WS the SMS?

• Did they send any other communication besides calling them email?

• All of the above

What is the name of the beneficiary that was interviewed on Friday?

• Nonhlanhla Princess Mankomo

• Princess Nkomo

• Nonhlanhla Nkomo

• Nhlanhla Patience Mankomo

How many Agents are currently reporting to Nonhlanhla @ the FNB Call Center?

• 48

• 27

• 38

• 40

How many opportunities were loaded on SA Youth as per the dashboard shared on the 16th of May 2022?

• 57 085

• 17 233

• 12 233

• 10 568

“It’s not a convenient time to speak right now, I’m at work. I knock off at 5 and won’t be able to take your calls during my lunch breaks as well.”, how do you wrap up this call?

• Not interested- did not want to say

• Dropped Call

• Refused to be verified

• Wrong number

Call disconnects whilst having a conversation with the work seeker, how do you wrap up this call?

• Wrong number

• Refused to be verified

• Dropped Call

• Not interested- did not want to say

“ Work seeker refuses to share their ID number but is willing to continue with the conversation without disclosing the ID number”, how do you wrap up this call?

• Wrong number

• Dropped Call

• Not interested- did not want to say

• Refused to be verified

“ This is not Sandile’s cellphone number. Can you please call after 5? That’s the only time he’ll be available, and I don’t know his contact number.” , how do you wrap up this call?

• Refused to be verified

• Dropped Call

   

• Wrong number

• Not interested- did not want to say