8x8 Call Center Training

What is proper hold procedure?

• Mute the client and check back periodically.

• End the phone call.

• Let the client know you are looking into their question and fill dead air.

• Put the client on a maximum of 2 minute hold. Inform them you are still on the line.

Answer explanation

Be mindful of dead air on your calls, if you need to concentrate to do your research do NOT mute the customer, instead, follow the correct hold procedures.

Wrap up time/Post-processing should never exceed ___

Why is the name of the queue important?

• So we can ensure we are answering the correct calls (English)

• So we can avoid calls.

• To assign the disposition.

• To ensure we have the correct phone number.

Answer explanation

*It is mandatory to look for the name of the queue to start the interaction with the correct Opening Statement for the specific account. When it comes to a Bi-lingual agent, it is mandatory to identify if the queue is in English or Spanish to initiate the call in the required language.

Clicking 'Go to disposition' to label what kind of call was made.

• True

• False

What is the only instance an agent can make a callback?

• When a client has not responded.

• After a client has requested it.

• With the authorization of a manager/supervisor.

• When a client abruptly ends a phone call.

What is the only scenario transfers are allowed?

• When a SNAP client contacts the P-EBT line and requests to change their address.

• When a SNAP client contacts the P-EBT line and requests to speak to a supervisor.

• When a SNAP client contacts the P-EBT line and requests a refund.

• When a SNAP client contacts the P-EBT line by selecting the wrong option on the IVR. The agent must ensure that the caller is truly SNAP, and does not need P-EBT assistance (Cold transfer).

Answer explanation

When a SNAP customer contacts the P-EBT line by selecting the wrong option on the IVR. The agent must ensure that the caller is truly SNAP, and does not need P-EBT assistance (Cold transfer).

In all other instances, the agent should attempt to provide a resolution with the processes and tools provided during the training.

After listening to a voicemail, the status will go to Wrap-Up. This should be treated as a regular call (assigning a disposition, listening attentively)

• False

• True

When accepting the interaction for an email you have _____ minutes to provide a response.

• 2

• 10

• 5

• Not applicable. There is no time limit.

Sometimes, several profiles with the same phone number will populate. What do you do?

• Verify their identity and make sure you select the correct profile.

• Delete all profiles with the same number.

• Ignore the profiles with the same number.

• End the phone call and call back to verify the caller's identity.

Make sure to click ___ when creating a new customer to generate a case number