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May action plan knowledge test

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May Action Plan Knowledge Test

Test your knowledge on our May action plan with this engaging quiz! Whether you are part of the team or just interested in learning more, this quiz will ensure that you understand the essential components of our action plan.

Multiple choice and checkbox questions
Focus on Quality Assurance and Customer Service
Assess your understanding of key objectives

10 Questions2 MinutesCreated by EngagingLeader409

What is the focus of the action plan?

AHT and QA

Get promoters

QA and Post call survey

Ask permission before sending a PCS

PCS and Scripts

Each one must have 10 sales

Other

Please Specify:

How we will improve our QA

Ownership in all calls

First call resolution

Silence Script

Provide right expectations

No security violations

Good tone of voice

Offer DIY

Positive words

Other

Please Specify:

How much is our goal for PCS

Choose positive words we can use

DEFINITELY

ABSOLUTELY

FINE

FABULOUS

OF COURSE

BRILLIANT

MORE THAN GLAD

AFFIRMATIVE

COOL

What things do we need to avoid on a call

Allowed MAX two times if needed. Don’t exceed one minute in each of them.

Remain on the line waiting for other departments if the call needs to be transferred

Let the customer Speak

Always ask customers for approval before placing the call on hold and will specify the time.

Excellent acknowledge statement

You won't exceed the hold time

Active listening skills

What questions can we ask before sending PCS

What do we do before transfering?

Give the number to the customer and wait until he hangs up

Give the number to the customer and wait with him until an agent answers

Give the number and opt in for the survey

Give the number and try t do a warm transfer

What script or question can we use on a debit card activation?

I see on my system that this account has a good standing, I am wondering, how have you felt with the account so far?

This account has had a good stranding through all years now you are a valued customer.

You just set up a new pin for the debit card, Now that you know how to change the pin online what do you think about this process? Is it useful?

The new debit card is on the delivery process, is going to be inactive until you receive it and you activate it. This is for security reasons,ok let me ask you, how have you felt with the security of your account, is it ok?

What script or question can we use on a Online banking password and passmark:?

The bank understands the situation and is taking care about the customers this is why we could make a refund as courtesy. Let me ask you, do you think you can use overdraft protection in case of emergency in the future? Will it be good?

I see that you have been with bbva for a long time and you have kept a good standing. How have you felt with the account so far?

The funds transfer is instant, you can also transfer money between your accounts online for free. Mr customer we appreciate that you use our channels to handle your banking matters, Thank you for calling BBVA.

Now you got access online, what happens is that whenever the system detects an incorrect entry it will block the access to protect you money, ok, do you think this security process is convenient?

Write the obligatory script we need to say before sending a PCS

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