Week 3 CPT Cohort Assessment

Which resources do you use to support you during calls?

• Pure cloud and the Mobi site only

• Phone, Knowledge base, call support form

• Pure cloud, Guru, Portal, Call support form, Comms tracker, Mobi Site

• Email, password, data free, telephone, on queue

A work seeker calls in and during the call they stop responding but the call is still connected. What do you do?

• Hang up and wrap up as dropped call

• Keep saying hello until they respond

• Remain silent and stay connected until the work seeker hangs up

• Repeat the greeting again two times if there is no response from the Work-seeker. Follow the correct call closing, complet call support form and wrap up the call.

We only follow the silent call process when a call drops.

• Maybe

• True

• I don't know

• False

A work seeker calls in who is a School Assistant and is saying that they have not been paid. What is the wrap up for that?

• Youth Service Resource

• Work Seeking Support

• General info Query

• DBE General Info Query

We do not need to complete and submit the Call support form when its a Voicemail or Dropped call

• False

• True

You can overcome customer objections by applying a simple but effective technique called "___,__ __."

At what point do we schedule a callback on a support line call?

• We do not schedule callbacks on support line

• When a work seeker says I want continue but now my phone is ringing I need to take another call

• When a work-seekers says call me back and hangs up

A work seeker calls in asking for assistance in updating their information and after updating their details they ask for password reset. What is the wrap up?

• Multiple query

• Updating details - Address/contact

• Password reset

• Any wrap between Password reset or Updating details - Address/contact

• Updating details -EJ

Select the correct wrap up : Any query relating to opportunities posted on the MOBI site or shared by SMS\Email by demand team.

• General information query

• Opportunity Query - Portal

• Micro Enterprise Support

• Opportunity Query - Facebook

A work seeker calls in and wants assistance with funding for their business. How will you wrap up this call?

• General information query

• Youth Resource Support

• Work seeking support

• Micro Enterprise Support