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WorksheetsDay 3 Recap Quiz
Total questions: 10
Worksheet time: 10mins
What are some of the top call dispositions that we receive?
Please select all that apply
Check PTIN App Status
Help with Application
Login User ID/Password
Payments
Uploaded Document Assistance
True or False.
The CSR Reminders in each CPG are a required part of call procedures.
True
False
“I’ve been trying to reset my password but the email to just doesn’t work! It keeps taking me into a loop.”
How would you paraphrase this?
What information would you ask of a preparer who is foreign and has not been in the account since Versa?
SSN, Name, DOB, Email
PTIN, Name, DOB, Email
Name, DOB, Phone number, Email
Name, DOB, Country of Birth, Email
A caller informs you that they are calling on behalf of their boss. What should you do?
Ask the verification questions to the caller
Inform the caller that their boss needs to call in themselves
Inform the caller that we must verify the PTIN holder themselves to get consent to share account information with a third party.
Inform the caller that they will need to transfer their boss on the line for the remainder of the call
What’s the target Average Handle Time (AHT)?
ACW = After Call Work
4 minutes, no ACW
As long as you need
12 minutes, 4 minutes ACW
8 minutes, 1-2 minutes ACW
480 seconds, 60-120 seconds ACW
True or False: Always give the processing timeframe of up to 6 weeks if you discuss uploading documents or mailing in anything to the PTIN processing center.
True
False
The reason the preparer has called in we refer to as the Call (a) , and should be how you log the call.
TIP: Be careful with your spelling!
How many CPG articles are there in the Knowledge Base?
10
11
15
50+
How can you tell if a procedure in a CPG is "conditional"?
(This means its only required if relevant to that specific call/situation)
Contains the phrasing like:
"If appropriate-"
"If preparer states-"
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