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WorksheetsWeek 3 CPT Cohort Assessment
Total questions: 25
Worksheet time: 20mins
Which resources do you use to support you during calls?
Pure cloud and the Mobi site only
Phone, Knowledge base, call support form
Pure cloud, Guru, Portal, Call support form, Comms tracker, Mobi Site
Email, password, data free, telephone, on queue
A work seeker calls in and during the call they stop responding but the call is still connected. What do you do?
Hang up and wrap up as dropped call
Keep saying hello until they respond
Remain silent and stay connected until the work seeker hangs up
Repeat the greeting again two times if there is no response from the Work-seeker. Follow the correct call closing, complet call support form and wrap up the call.
We only follow the silent call process when a call drops.
Maybe
True
I don't know
False
A work seeker calls in who is a School Assistant and is saying that they have not been paid. What is the wrap up for that?
Youth Service Resource
Work Seeking Support
General info Query
DBE General Info Query
We do not need to complete and submit the Call support form when its a Voicemail or Dropped call
False
True
You can overcome customer objections by applying a simple but effective technique called "___,__ __."
(a)
At what point do we schedule a callback on a support line call?
We do not schedule callbacks on support line
When a work seeker says I want continue but now my phone is ringing I need to take another call
When a work-seekers says call me back and hangs up
A work seeker calls in asking for assistance in updating their information and after updating their details they ask for password reset. What is the wrap up?
Multiple query
Updating details - Address/contact
Password reset
Any wrap between Password reset or Updating details - Address/contact
Updating details -EJ
Select the correct wrap up : Any query relating to opportunities posted on the MOBI site or shared by SMS\Email by demand team.
General information query
Opportunity Query - Portal
Micro Enterprise Support
Opportunity Query - Facebook
A work seeker calls in and wants assistance with funding for their business. How will you wrap up this call?
General information query
Youth Resource Support
Work seeking support
Micro Enterprise Support
If verification has been failed then advise the work seeker that in order to continue with their request they will need to send an email to (a) verifying their identity so that we may then continue to assist and support them
What happens if a profile has insufficient information during verification?
Is work seeker support mandatory for all calls?
Yes
No
How do you build rapport?
LISTENING ACTIVELY
MIRROR AND MATCHING
Ask Questions
Be Adaptable
All the above and more
A work seeker has failed verification. How do you proceed with the conversation?
Tell them what information they confirmed incorrectly.
Continue to assist the work seeker with their query and provide them with work seeker support.
Inform them of failed verification process in detail and the follow up steps after sending them email to support.
They must just login and update their information and call back
A work seeker does not feel comfortable in verifying their information, what must you do as a guide?
Inform them that it is okay, thank them, and disconnect the call.
Acknowledge, explain the purpose of verification, offers assurance and or the reason for the call
Ask them if they are looking for a job. If yes tell that are forced to confirm their details.
Change your tone and scold them.
On Support line are you allowed to assist with more than 1 query? E.G Missed call and Password reset
Yes
No
I am only limited to 1 query
A work seeker calls in and says they are looking for a job. During verification you realize that they do not have a profile with SA Youth. How do you resolve this call?
Educate the work seeker about SA Youth and sayouth.mobi, and send them a link to register.
Wrap up: Assisted work seeker to register
Inform them that SA Youth is data free they must login and apply.
Wrap up: work seeker support
Parent/Friend/Neighbor/Guardian/Spouse or any other person phoning on behalf of the work seeker referencing/listing candidates details
General information query
I don't know
Third Party Calling On Behalf Of
Micro Enterprise Support
According to the "applying OBO after registering a work seeker" ,what is the maximum number of applications you can make on behalf of the work seeker?
3 per call
1 per call
2 per call
5 per call
What is SA Youth?
At what point do you proceed to On behalf of Password reset & creation?
As soon the work seeker says they need help with password reset
After probing and realizing that the work -seeker tried to reset multiple times and there is no alternative resort
When the work seeker requests you to without attempting
Which shortcut do you use to search for an ID number on the communication tracker?
ctrl + V
shift + F
ctrl + C
ctrl + F
The work seeker calls in to inquire / ask about an SMS they received. Which resource(s) do you use to check that SMS and where do you check?
Mobi site and Communication tracker
Portal under correspondence and Communication tracker
WhatsApp and the communication tracker
Communication tracker using ctrl +f only
What do you use during a call to send the work seeker a password reset link?
Guru
Portal and call support in a case where a work - seeker is not receiving
Pure cloud
