Day 3 Recap Quiz

What are some of the top call dispositions that we receive?

Please select all that apply

• Check PTIN App Status

• Help with Application

• Login User ID/Password

• Payments

• Uploaded Document Assistance

True or False.

The CSR Reminders in each CPG are a required part of call procedures.

• True

• False

Answer explanation

The CSR Reminders are NOT required to go over with each caller. They are simply reminders for you when handling calls regarding that subject.

“I’ve been trying to reset my password but the email to just doesn’t work! It keeps taking me into a loop.”

How would you paraphrase this?

Evaluate responses using AI:

OFF

Answer explanation

When paraphrasing try to stick to the main issue. You need to gain agreement with the caller. Try to keep it short. Here's a good example:

"So you're having trouble resetting the password for your PTIN account, correct?"

What information would you ask of a preparer who is foreign and has not been in the account since Versa?

• SSN, Name, DOB, Email

• PTIN, Name, DOB, Email

• Name, DOB, Phone number, Email

• Name, DOB, Country of Birth, Email

Answer explanation

Foreign preparers usually don't have an SSN, but occasionally they do and you can ask it as a verification piece!

NOTE:
Country of Birth was NOT an existing field in the Versa (legacy) system!

A caller informs you that they are calling on behalf of their boss. What should you do?

• Ask the verification questions to the caller

• Inform the caller that their boss needs to call in themselves

• Inform the caller that we must verify the PTIN holder themselves to get consent to share account information with a third party.

• Inform the caller that they will need to transfer their boss on the line for the remainder of the call

Answer explanation

The Call & Chat Verification Guide will be your best friend for anything related to verifying, third party's, translators, etc.

What’s the target Average Handle Time (AHT)?

ACW = After Call Work

• 4 minutes, no ACW

• As long as you need

• 12 minutes, 4 minutes ACW

• 8 minutes, 1-2 minutes ACW

• 480 seconds, 60-120 seconds ACW

Answer explanation

In the beginning, we won't grade you too harshly for longer calls.

Speed comes with practice!

True or False: Always give the processing timeframe of up to 6 weeks if you discuss uploading documents or mailing in anything to the PTIN processing center.

• True

• False

Answer explanation

ALWAYS give this timeframe when applicable!

If forgotten, evaluation points may be taken when the call is QA'd.

QA = Quality Assurance

The reason the preparer has called in we refer to as the Call ___________, and should be how you log the call.

TIP: Be careful with your spelling!

Answer explanation

Top Call Dispositions include:

1. 1. Login User ID/Password

2. 2. Email

3. 3. Second Account Creation

4. 4. Uploaded Document Assistance

5. 5. Check PTIN App Status

How many CPG articles are there in the Knowledge Base?

• 10

• 11

• 15

• 50+

Answer explanation

While we do have a lot more knowledge base articles total, there are only 11 CPG articles.

And you are REQUIRED to pull up the appropriate CPG during your call/chat.

How can you tell if a procedure in a CPG is "conditional"?

(This means its only required if relevant to that specific call/situation)

• Contains the phrasing like:

  "If appropriate-"

  "If preparer states-"

• The font is in a different color.

Answer explanation

Yes, both of these are correct.

Many CPGs contain steps in the procedures that are conditional.

Read your CPGs in details and become familiar with these cues