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Worksheets1st Day PUA
Total questions: 25
Worksheet time: 15mins
What is the name of the system you log into to take phone calls?
TMS
SharePoint
PUA
AWS
PUA stands for
(a)
A claimant calls to get a timeline for a payment to be processed and deposited into his/her account. We tell them that the timeline will be:
We don't give timelines
2 days
2 weeks
Tomorrow
UI stands for
(a)
How soon before your shift can you log into your system?
30 minutes
You can't
45 minutes
10 minutes
True or False: We encourage everyone to apply for PUA.
True
False
We serve the people of the state of
(a)
What are important elements of every interaction with our claimants and callers?
Empathy
Active Listening
Open Mindedness
All of the above
What does TMS stand for?
Time Management Statistics
Time Management Services
Time Management System
None of the above
Our agent Sam took a call yesterday in which the claimant initially called to do what?
Request information about a payment
Add a dependent
Change her email address
Talk about the weather
When placing a claimant on hold, what time frame do we request that you check back with your caller?
15 seconds
1 minute
90 seconds
It doesn't matter as long as you check back
AWS stands for
Amazon Work Station
Answering Weekly Sessions
Amazon Work Selection
None of the above
What is a TAR?
A request to change your schedule
A request to be off work for the day
A request for a correction of time
A request for future time off
What word do we not use when speaking to our claimant?
Issues
Correspondence
PUA
Adjudication
When dealing with an angry customer, we can just hang up on them?
True
False
How many additional pieces of information should you obtain to consider the account fully verified?
Six
Four
Two
One
What does VPN stand for?
(a)
What is the name of our main communication channel?
PUA
AWS
Teams
TMS
Putting yourself in the claimant's shoes is a great way to describe what?
(a)
We speak to people who live in other states?
Yes
No
It's possible
Never
True or False : Harte Hanks has an international presence.
True
False
What is this called? "Thank you for calling the Ohio Pandemic Unemployment Assistance Call Center. This is (first name), how may I help you?"
Opening
Delivery of information
Explanaton of Presence
None of the above
When transferring a call to UI, you can warm transfer and wait until an agent answers?
True
False
The correct way to ask the claimant if further assistance is needed is:
Thanks for calling, do you need anything else?
What else can I do for you today?
Is there anything else I can do for you?
Ok. Thanks for calling. Take it easy.
You have the ability to change an email address on the account for the claimant.
True
False
