WorksheetsProactive Guidance
Total questions: 16
Worksheet time: 4hrs 0mins
What is proactive guidance?
Abiding by all of the legal department's polices during each interaction
Setting up and controlling the call from the beginning through the end while ensuring to keep conversation focused
Ability to deliver consistently positive and efficient experience for all types of callers
Provides a complete and accurate solution
Proactive guidance lets the caller know that they have been heard and that their issue has been understood.
True
False
What does proactive guidance look like?
Guiding the caller through the call by consulting them throughout the call
Not preparing the caller for information
Interrupting and/or talking over the customer, not exhibiting patience
An example of proactive guidance is, ensuring all research is complete before returning to the phone call.
True
False
What is considered to be an effective call?
The CSP prepared member to receive information
The CSP ensured all research had been done before returning to member
The CSP interrupted and talked over member
That the CSP did not guide the member to a resolution
What is NOT included in an expert call?
The CSP consulted the member throughout the call
The CSP ket the member drive the call instead of controlling the call
The CSP acknowledged the callers statements
The CSP maintained call control and drove the call and not the member
Why is it important to show proactive guidance?
Keeps the call focused to best assist the member
Allows the member to know that the CSP understands the reason for the call
Getting a members verbal response helps the member understand the CSP is going to work to solve the issues they have
Lets the member know they have been heard and their isssue understood
"Understanding a callers underlying issue and identifying the right solution"
can best be described as what core competency?
Issue Diagnosis
Issue Resolution
Information Accuracy
Proactive Guidance
What does proactive guidance look like?
Being forthcoming with information and anticipating the questions that to be answered and/or asked
CSP is talking to themselves, mumbling, verbally distracting
Not assuming the reason for the call
Not preparing the member for information
How can the CSP prepare a member to recieve information?
(HOLD RESONSE) "I was able to locate that information for you."
(HOLD RESPONSE) "I have some information to share with you."
"So....." and lead directly information
"Listen....these are your benefits....."
Providing a detailed resoultion that gives educational value will help acheive First Call Resolution?
True
False
How can a CSP maintain control of a call?
Telling the member to listen to them
Using a professional warm tone and strong "I can" statements
Telling the member what they want to hear
What does proactive guidance guide callers throughout?
Offering correct information to members
Understanding a members underlying issues and identifies right solutions
Issue resolution and call interaction
Being aware of your personality and the members personality and adapting to meet members needs
How can the CSP let the caller know that they have been heard their issue is understood?
Take ownership and acknowledge member's inquiry & ask validation questions (Let me make sure I understood you correctly)
Acknowledge the emotions of the member based on CSP's assumptions
Make a guess about the reason for the members call based on little information to not annoy the member with questions
If research takes one minute longer than expected than the advised expected hold time it is not necessary to check back in with member to reset expectations.
(I mean its only a minute)
True
False
How should a CSP reference Blue Cross and Blue Shield of North Carolina after the call opening?
Blue Cross NC
BCBSNC
Blue Cross and Blue Shield of North Carolina
