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WorksheetsQuality Assurance Deposit
Total questions: 20
Worksheet time: 49mins
Which of the following e-mail examples are grammatically and structurally incorrect?
Dear valued Client
Kindly provide your hollywoodbets account number , followed by your name , surname and ID number for further assistance.
Kind regards, Gen R.
Hi Mr. Luthuli,
Kindly provide your Hollywoodbets account number, followed by your name, surname, and ID number for further assistance.
Kind regards,
Gen R.
Select the correct example of an appropriate e-mail greeting/introduction.
Thanks for contacting us. Please be advised that we require you to send through a Proof of Payment to authenticate your deposit in order for funds to be allocated accordingly.
Kind regards,
Good morning Sarah,
Thank you for contacting us. Please be advised that we require you to send through a Proof of Payment to authenticate your deposit in order for funds to be allocated accordingly. If you require any further assistance, please feel free to contact us again.
Kind Regards,
Gen R.
Please be advised that we require you to send through a Proof of Payment to authenticate your deposit in order for funds to be allocated accordingly. kind Regards Gen
A customer enquired about his deposit as it was not reflecting on his Hollywoodbets account and sent through a screenshot of his bank SMS to certify that money went out.
What is required to be on the Proof of Payment to confirm that a deposit was made?
Choose the correct option to show that the agent attempted to ‘Add value and educate the customer.
The following is what needs to be seen on the Proof of Payment to validate the deposit:
- Bank name
- Branch code
- Account number
- Payment reference used
- The amount paid to the recipient
Please send through your Hollywood Bets account number, cellphone number linked to the account, and ID number for further assistance.
Scenario: Hi, my name is Samantha David. My Hollywoodbets account number is 61242934 and my ID is 8012160129083. I need help, I made a deposit last night however, it does not reflect.
Which response displays poor effective probing and the denial of ownership of the customer’s query?
Hi Samantha,
Please be advised that we require you to send through a Proof of Payment to authenticate your deposit for funds to be allocated accordingly. Please ensure that it is sent in a PDF format. Once, this is received, the matter will be escalated for it to be resolved at the soonest.
If you require any further assistance, please feel free to contact us again.
Kind Regards,
Gen R
Dear valued client
kindly provide your Hollywoodbets account number, I.D number, cellphone number, names, and surname for further assistance.
kind regards
Gen R.
A customer contacted the Deposits department to help locate his funds.
Which of the following would be recognized as a suitable tag or disposition?
CC_Client_Abandoned
Withdrawal enquiry
Deposit Query.
A customer is irate as she had captured the incorrect reference when submitting her deposit. She is also anxious as her team is going to play on Friday and she would like to place a bet using those funds – She requires help locating her deposit.
Identify the response that highlights the correct Professionalism/Tone and Vocab used:
Please be advised that we require you to send through a Proof of Payment to authenticate your deposit for funds to be allocated accordingly. Regards
Good morning David,
Thank you for contacting us.
As I understand how upsetting this can be, I must express my sincerest apologies for this inconvenience caused to you. Please be advised that we require you to send through a Proof of Payment to authenticate your deposit for funds to be allocated accordingly. Please ensure that it is sent in a PDF format. Once, this is received, the matter will be escalated for it to be resolved at the soonest. If you require any further assistance, please feel free to contact us again.
Kind Regards, Gen R.
The team member has been going back and forth requesting information that had already been provided to him on a series of emails from the customer.
Taking the above statement into consideration; Do you think that the team member showed any attempt to effectively resolve the client's query?
No
Yes
Which statement best describes the offering of ‘Further Assistance’.
The offering of further assistance allows us to tie in all loose ends to our interaction with the client, along with encapsulating the essence of the customer service we aim to provide to all clients of Hollywoodbets.
It is just a means to an end, it does not matter how we end our interaction, the client will still contact us back for some reason or the other.
Select the most suitable option to indicate the correct ‘structure of email’.
Introduction
Body
Conclusion
Sign off - Signature
Introduction
***Leave a space***
Body
***Leave a space***
Conclusion
***Leave a space***
Sign off - Signature
Name three things you should mention when doing the Greeting?
Company Name
Department Name
Agent's name
Your extension
What are the two standard Security checks?
ID Number
Name and Surname
Last Bet
None
What is the difference between Effective Resolution and Ownership of the call?
Effective Resolution:
Ensuring the client’s query is resolved effectively.
Ownership of the Call:
Is to provide exceptional customer service plan and ensuring that you do everything in your power to assist the client.
Effective Resolution:
Is to provide exceptional customer service plan and ensuring that you do everything in your power to assist the client.
Ownership of the Call:
Ensuring the client’s query is resolved effectively.
A promoter calls in on behalf of a client requesting for the client’s bank details to be updated. Should the agent request to speak to the client or continue assisting the client through the promoter?
The agent should request to speak to the client for security reasons. Client’s information shouldn’t be shared with the 3rd party, this includes a promotor.
The agent should continue to speak with the promoter, the promoter represent Hollywoodbets as well.
Punter calls regarding a Deposit they made, and TM keeps punter on hold for 10 minutes, goes out of their way attempting to assist and at the end of the call the account is credited. What would QA mark that down as?
Although customer was assisted QA will mark agent down for incorrect hold procedure.
The agent would get 100% as they have gone an extra mile
The agent would get marked down on dead air
None of the memntioned
Punter enquired about a withdrawal that has not been received and the TM went out of his way to assist and educate the customer on the turnaround times, punter was happy and said goodbye, no additional questions were asked, would QA mark down?
QA would mark down for further assistance since the TM did not offer additional assistance to the customer.
Agent would get 100% for effectively resolving the query
Agent would be marked down on customer education
Agent would get 100% for professionalism
Deposit agents can stay for 3 minutes capturing information before wrapping up the call
True
False
What do you think we look for when we're marking you on tone?
The pace
Energy
Loud or soft
nice accent
When is it suitable to change language?
When there’s a language barrier between the agent and the client.
When the customer is already speaking Zulu, you can change to Zulu as well.
You are not allowed to change the language
When you see that the person is Zulu, you an just change to Zulu as well
What do you think is the purpose of QA?
To help with our development
To ensure adherence to quality standards
to ensure we do not get incentives
To catch us when making personal calls
How many security checks are required to be verified on an ‘e-mail’ to validate a customer?
1
2
3
4
