Team Topics 2.7.25

What should agents do if they are not trained in handling a call for a partner?

• End the call immediately

• Transfer the call to any available agent

• Take the call as far as possible and then transfer

• Ignore the call

What is emphasized for Grit Calls?

• Reducing call time

• Maintaining professionalism and a positive tone

• Increasing sales

• Avoiding customer feedback

Tags

CCSS.RI.11-12.3

CCSS.RI.11-12.5

CCSS.RI.9-10.3

CCSS.RI.9-10.5

CCSS.RI.8.5

What is the reference to our increase and prolonged ACW periods?

• They are acceptable

• They should be avoided

• They are encouraged

• They are necessary

What is the document's instruction for handling calls for a partner you are not trained in?

• End the call immediately

• Transfer the call to any available agent

• Reference the Partner’s Rate Card and proceed

• Ignore the call

What is the document's instruction for maintaining professionalism in Grit Calls?

• Reduce call time

• Follow the Call Flow and represent the GRIT BRAND

• Increase sales

• Avoid customer feedback

What is the consequence of tasking calls?

• It results in additional calls, which the Partner is billed for

• It reduces the number of calls

• It has no impact on billing

• It improves customer satisfaction

Where should all partner-specific information be obtained from?

• The rate card

• The internet

• Customer feedback

• Previous call records

What should agents avoid telling customers?

• That they are a CALL CENTER

• That they are available 24/7

• That they offer discounts

• That they have a loyalty program

When should customers be referred to other companies when
the Partner does not provide that covered pest or service?

• Only if the rate card says to do so

• Whenever the agent feels like it

• If the customer requests it

• If the partner is busy

What is no longer needed for Alamo Pest Control tickets?

• Multiple notifications

• Daily updates

• Manual entries

• Email confirmations