CC Merging

On call flow the IVR has an option where the customer can choose their preferred language. 

• True

• False

2. Select the correct telephone etiquette tips. 

Select one or more. 

• Active listening 

• Handling holds  

• Professional greeting and disconnection 

• Drop the call if the customer is an irate customer 

Stay calm, empathise and acknowledge are all important when handling what type of customer? 

• A new customer 

• An irate customer 

• A disengaged customer 

• A customer at the branch 

Positive ending includes ----------- 

• Offering additional assistance and branded closing.  

• Branded greeting and closing 

• Placing the customer on hold and thanking them when you are back 

• Transferring the call to the relevant department after asking them to do so. 

5. Select the correct business writing skills. 

Select one or more. 

• 1. Proofread and edit 

• 2. Show empathy 

• 3. Respond promptly 

  4.  

• 3.  

  4. Use clear and concise language 

6. Select the digital queries to be escalated via Zendesk. 

• 1. Deposits 

• 2. Withdrawals  

• 2.  

  3. BET 

• 3.  

  4. BSC 

Select the Digital queries to be escalated via Outlook 

• Client Liaison 

• In-Play 

• VAS 

• Events

Where do one escalate the Withdrawals (Hotline payments queries) 

• 1. Teams  

  4.   

• 1.   

  2. Zendesk  

  4.   

• 3. Outlook 

• 3.  

  4. Direct calls