WorksheetsKA 5 - Quality Assurance
Total questions: 26
Worksheet time: 40mins
Which of these should be part of your greeting for every call? (Select all that apply)
Your First Name
Your Last Name
Identify yourself as calling from IDES
Offer Assistance
Give out the IDES phone #
Which of these is a key identifier? (Select all that apply)
Claimant ID
Full Social Security #
Last 4 digits of Social
Phone Number
For which KEY identifiers can you substitute an "enhanced identifier?"
First and Last Name
Address
Date of Birth
LEU (Last Employer)
Last 4 of Social
Which of these are "Enhanced Identifiers" (Select all that apply)
Phone Number
e-mail address
IDES security questions (birthplace and mother's maiden name)
Driver's License/State ID #
Weight on ID
What is a "probing question"
A question about personal information such as address, employer, or dependents
Verifying claimant itdentity using key identifiers
Anything that the claimant asks you
A question that helps you get more information to better understand the claimant's situation
What are good places to go for information when you're not sure of what to do? (check all that apply)
I usually just take my best guess
Teams
Sharepoint
The IDES website
You're not sure what to do, or are not comfortable doing something you've been trained on. What are good solutions (select all that apply)
Just keep at it: I can figure it out without help.
Ask for a transfer to a more experienced agent
Reach out for help in teams
Call an SME or supervisor in teams
Tell the claimant you'll call them back later, then call them later after you figure out what to do
When a supervisor, QA, SME or trainer DM's you during a call, what should you do?
Wait until you're done with the call and then respond
Ask the claimant to give you a moment, then check and respond to the DM
Ignore it unless it comes from my direct supervisor
I only use teams for chat support; I don't do DM's
When is it OK to use teams on your phone? (check all that apply)
Never
When my internet has gone out and I need to message my supervisor
It's always OK
Whenever my computer is being slow
If I can't get teams to work on my computer
A previous agent gave incorrect information and/or did or didn't do something that caused an issue. What should you do? (Select all that apply)
Show empathy to the claimant by stating that you know some agents aren't that good
Tell the claimant that the system is super confusing and you can't really blame anybody for making mistakes
Promise to resolve their issue
Apologize to the claimant and tell them and reassure them that you'll do everything you can to determine best next steps
Fill out the supervisor escalation form
When is it OK to interrupt or talk over a claimant? (Select all that apply)
Never
Always: they need to listen to what I have to say
When what the claimant is saying is wrong
When the claimant is "going on and on"
When the claimant is really annoying
What is "active listening?"
Not asking the claimant to repeat information they've already given (unless you couldn't hear them)
Listening while you're doing something "active" such as typing or checking sharepoint
Squirrell!
Listening to two things at once such as claimants and TV
What does it mean to "confirm the details of the call?"
Being "detail oriented" and asking for things like zip code and proper spelling of claimant's name
Tell the claimant things you see in the claim that they might not know about
Giving claimant information that they might not have such as their CID or next certification date
Re-state the reason that the claimant called
What tone of voice should you use when speaking to a claimant? (Select all that apply)
Sarcastic
Aggressive
No tone: business-like
Friendly
Bored
Which of these are good words/phrases to use when transferring a call?
Tell the claimant the name of the queue you're transferring to
I'd like to transfer you to a claims specialist to better assist you with this issue
I'd like to transfer you to someone who can take care of that for you
I'd like to transfer you to a state employee; everybody at this level is a contract worker
Just say "I need to transfer you" and then do so
What are good times to give an "empathy statement" (select all that apply)
Claimant states that a loved one just passed away
Claimant states they are about to lose their home
Claimant has been having difficulty registering, logging in, or certifying
Claimant has been dealing with an issue "for quite a while"
When should you fill out a supervisor escalation form?
Immediately when the claimant requests to speak to a supervisor or manager
Only after attempting to de-escalate the situation
When you're not sure what to do
When claimant has been transferred to ADJ before but their issue wasn't resolved
What should you do when you get a response from a SME, or advice from a QA that you either disagree with or are confused by? (Select all that apply)
Keep it to yourself: SME's, trainers and QA's are not to be questioned. Ever.
Reach out to your supervisor and/or trainer for clarification
Argue with them
Assume that it's some sort of new guidance that you must have missed
Ignore them and just go with what you believe to be correct, including transfers
When should you ask for the claimant's patience and/or request to be allowed to put them on hold?
You don't have to: they'll figure it out
Whenever there's going to be "dead air" over a few seconds
Only if the "dead air" is going to be 60 seconds or more
Only if the "dead air" is going to be 90 seconds or more
What is the maximum amount of "dead air" (including mute) or hold time allowed before checking back with the claimant?
15 seconds
30 seconds
60 seconds
90 seconds
We don't need to check back as long as we asked them if it would be ok to put them on hold
When should you give an estimated turn-around time for issue resolution/determination?
Always - telling them to "check back every couple of weeks" keeps them from calling back every day.
Never. Well except maybe with appeals since they can take 120+ days.
Only when escalating the issue with a form
It's ok to say "7-10 business days" for everything except payment issues/affidavits, fraud escalations, and appeals
When should you ask if there's anything else you can do? (select all that apply)
When you can't remember if you've addressed all issues the claimant asked about
You still need to, even if you've addressed all issues mentioned by the claimant
Even when transferring
Even when filling out a supervisor callback form
What information is OK to "reverse verify" (give information to the claimant without them saying it first) (Select all that apply)
Anything that isn't a key identifier or enhanced identifier
Something that's not identifying information, such as claimant's next cert day or how many weeks they have left
If it doesn't pertain to the claimant themselves, such as their dependent's name
Unimportant information such as highest level of education, race and gender
When a claimant's claim has been exhausted and ask if we have any extensions, what is the BEST answer we can give?
Tell them to get a job
Tell them they might be eligible again after their benefit year ends
Tell them that there are not any extensions as of 9/11/2021
Direct them to the "Resource Center" area of the IDES website
Tell them we can't help them
Which of the following are part of the (required) BRI (Benefit Rights Information) checklist used when filing a claim?
Explain certifications, including 1st cert date and make-up days
Tell claimant that they need to report all wages when certifying
Payment methods and how to change them
Remind them that they are required to sign up with Illinois Joblink
Let them know there's more information available on the IDES website, including a document called "I Filed My Claim, What Happens Now?"
When should you close the call by saying "Thank you for calling IDES"
Always
Only when you are ending the call but not when transferring
Only when you really mean it
Only when the claimant was really nice to you
