WorksheetsPRIVACY QUIZ
Total questions: 20
Worksheet time: 11mins
The following are PRIMARY IDENTIFIERs except:
ACCOUNT NUMBER
LPN
EMAIL ADDRESS
CONTACT NUMBER
Which of the following is NOT an ADDITIONAL IDENTIFIER?
LEGACY ACCOUNT NUMBER
Make and Model of the current or old vehicle?
Contact Reference Number (CCID)
Mailing Address
TRUE or FALSE. Since account numbers are now primary IDs, we can no longer verify legacy account IDs.
TRUE
FALSE
COMPLETE THE STATEMENT. If the customer failed the ID&V we ask them to ___________________ or ____________________________.
Transfer to your Team Leader or Operations manager
Locate a statement or try online
Transfer to Australian agent or try again
Buy a Pass or open an account
What is missing? Date the customer sold the vehicle or if they still own it, Travel date, LPN, _______.
Make and Model
Toll road used
Toll Notice Number
Date of Ownership
If the customer can't verify any primary IDs, we can ask to confirm at least 3 secondary IDs to complete the verification process.
TRUE
FALSE
TRUE or FALSE. If the customer provides 2 LPN, it will be counted as 2 points.
TRUE
FALSE
TRUE OR FALSE. Mailing address and email address are no longer part of the ID&V.
TRUE
FALSE
Agent Kyle from Brisbane received a call regarding the TOLL INVOICE. He verified it by asking the Full Name of the customer and Email Address. Is the toll invoice verified?
NO
YES
NO COMMENT
How will an unauthorized person get access to an account?
ASK VERBAL AUTHORIZATION FROM THE AUTHORIZED PERSON THEN 3PT CHECK
DO THE 3POINT CHECK
ASK FOR THE LPN, ACCOOUNT, CONTACT INFO.
ASK 2 ADDITIONAL IDENTIFIERS
Which of the following information is a PRIMARY IDENTIFIER?
Work Phone Number
CCID
E TAG SERIAL NUMBER
LEGACY ACCOUNT NUMBER
Anne Boelyn called in to order a tag. She was able to provide her full name, account number, and last toll road used. The agent confirmed that the account is verified and processed the request. Is it a privacy breach?
Yes
No
No comment
The name on the account is Felip Jhon Suson. The customer said his name is Felip Suson. Is this accepted?
No, It should be Jhon Suson
No, is should be Ken Suson
Yes
Maybe?
TRUE or FALSE. We don't need to verify customers when processing a Toll Invoice or Account payment as long as we are not disclosing any info to the customer.
FALSE
TRUE
TRALSE
What is the BPP for Identification and Verification Process?
BPP 0.00 - BPP - Rental Product
BPP 0.01 - Identify Linkt Account Customer
BPP 0.06 - Call transfer process - Call Centre
BPP 0.04 - Outbound Call
Sam Doe called in to add another vehicle to her account. She provided her mobile number and the vehicle she wanted to remove. The account name shows Jane and Sam Doe. Is this verified or not?
YES
NO
How many attempts can be made to enter the correct PIN?
1
2
3
4
Which of the following is the
odd one out?
Trip Cost
Last Toll Road used
Last travel made on the toll road and what toll road
Legacy Account Number
Which of the following is the
odd one out?
Home Phone Number
Mobile Number
Licence Plate Number
Tag Serial Number
On set of the call, the customer mentioned that he would like to make a payment on her Linkt and provided her full name, Barbie Smith, and his account number. The agent searches the account on Glide using the account number provided by the customer. The agent noticed that the customer was not listed as an authorized contact on the Linkt account. However, the customer was persistent and just wanted to top up the account. The agent then processed the payment without accessing the Linkt account and advised the customer that he/she could only provide the receipt for the payment, which the customer agreed to. Is the call a privacy breach?
YES
NO
