WorksheetsAGERO
Total questions: 10
Worksheet time: 5mins
Progressive: If we cannot find the customer's coverage in Swoop, where should we ask for their coverage?
Call Progressive Consumer Affairs
Call IVR.
Call Claims
Call Oneroad
Progressive: If the customer is not covered as per IVR. Can we use the 10 digit confirmation number provided by the IVR to authorize the service?
Yes
No
Progressive True or False: If the customer is insistent on coverage(Refuse to pay), offer to transfer to PRG Claims.
True
False
Progressive: How many ACH should we dial before transfer the call in Towbook?
5 ACH and secure 45 minutes ETA or less
15 ACH and secure 45 minutes ETA or less
5 ACH
15 ACH
If you receive a call without a screen pop and the customer said they already submitted their information, what is the first information you need to ask your customer in order to locate an existing draft ticket?
Phone number of the service provider.
Phone number of the agent who assisted them.
Phone number, Search the draft tab or Done tab
Phone number of your supervisor.
Alert Customer Replied Partner Not On Site: You called the service provider 3 times and no answer. What would be the next step?
Call the customer and offer 10 minutes extension. Document in swoop notes "SP unresponsive. Customer agreed to 10 minute ETA Extension"
Advise the customer that the service provider is nearby and update the ETA based on the LIVE ETA being shown in swoop.
Re-assign the ticket and document in swoop notes "Job Re-assigned after ETA extension and Partner still unresponsive.
SP calls in and state they will not continue the service and requires a GOA, new SP is needed. Customer still requires service. What would be your next step?
Do not mark as GOA. Select Cancel Job then Customer canceling. A GOA invoice will be automatically created for the service provider.
Create Duplicate Job. Mark original job as GOA.
Add swoop notes you attempted to reach the customer and left a message. Mark as GOA
None of the above
What does NAC means?
Negotiated Added Charges
N-Acetylcysteine
Negotiated Add Charge
Network Access Control
Coverage: Partially covered means;
Customer needs to pay the entire service
Customer needs to pay the overage mile
Customer needs to pay the agent who processed the ticket for them in cash.
Transfer to Payment
The customer is in Interstate 59 and needs a tire change service. Can we process a tire change service in a highway?
YES
NO
