QA scorecard

Define FCR

• TM escalates the query to the relevant department

• TM resolves the query immediately

• Both options

TM educates the client on password reset option which is available on the mobisite, which category is this on the scorecard?

• Was the correct and factual info provided to the customer, in line with Hollywoodbets procedures?

• First call resolution

• None of these options.

The agent assists on assumption and fails to request the necessary information, this would be marked under?

• Did the agent ask the necessary questions to resolve customer's query?

• Was the agent friendly and attentive?

Which of the following will be more appropriate? 

• Give me your Hollywoodbets account number.

• Your account number is?

• Please provide me with your hollywoodbets account number.

When does one conduct security checks?

• When providing customer with horse racing results.

• When one is accessing the customer’s account.

• When assisting customer with number change only.

Which would be an appropriate greeting between these options?

• Welcome to Hollywoodbets Helpline, you are speaking to Lindy. How may I assist you today?” 

• Welcome to Hollywoodbets, you are speaking to Lindy. How may I assist you today?” 

• Welcome to Hollywoodbets, how may I assist you today?” 

Sihle has placed the customer on hold for over 10 minutes, this is okay because he had to check with the withdrawals team why the withdrawal is declining.

• True

• False

TM tells the client that they always need to call the customer service department to update their personal and banking details. On the scorecard this defines:

• Time wastage

• Was the correct and factual info provided to customer, in line with Hollywoodbets procedures?

• Did the agent educate the customer on self-help options, where applicable?

• Effective probing