Call Center Agent Procedures Quiz

What should a Call Center Agent do if an applicant calls in and does not know their Case Manager name?

• Ask the applicant to call back later.

• Search by Account ID or Applicant Address to locate the Restore Application.

• Transfer the call to a supervisor.

• Tell the applicant that the information cannot be provided.

What type of questions should be directed to the Construction Case Manager?

• Financial questions

• Personal questions

• Construction specific questions

• General inquiries

What will be provided to list the Case Manager and their contact information?

• A database

• A roster

• A spreadsheet

• A directory

What information should not be given out?

• Case Manager's information

• Applicant's information

• Assignee's information

• Construction Case Manager's information

What should a Call Center Agent do when an applicant calls in and wishes to have a callback from their Case Manager?

• Transfer the call directly to the Case Manager.

• Log a Callback Request Contact Note into eGrants.

• Ask the applicant to call back later.

• Ignore the request.

What is the purpose of logging a Callback Request Contact Note into eGrants?

• To ensure the applicant's request is documented and forwarded to the Call Center Manager.

• To update the applicant's personal information.

• To close the applicant's case.

• To schedule an appointment with the applicant.

What is the first step in the Callback Request Process for a Case Manager?

• Enter a Callback Complete Contact Note

• Send an email using the template provided

• Call the applicant directly

• Notify the Operations Manager

Who should be CC'd in the email for the Callback Request Process?

• Applicant

• Supervisor and Operations Manager

• Case Manager

• Call Center Manager

What should the Case Manager do after returning the applicant’s call request?

• Send another email

• Enter a Callback Complete Contact Note

• Notify the applicant

• Update the Egrants Status

Which email addresses should the Callback Request email be sent to?

• [e-mail] and [e-mail]

• [e-mail] and [e-mail]

• [e-mail] and [e-mail]

• [e-mail] and [e-mail]