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A diverse group of call center agents engaged in a training session, with a focus on communication skills and handling customer inquiries.

Call Center Scenario Quiz

Test your skills and knowledge in handling various call center scenarios. This quiz will assess your responses to challenging situations you might encounter while making collection calls.

10 multiple-choice questions.
Understand appropriate responses.
Improve your customer service abilities.

10 Questions2 MinutesCreated by TalkingTree472

What is an example of an inconvenient time you would suggest we call back?

They mention they are driving

They are at work

They are running late

Screaming baby in background

All the above

If they didn’t get the mailed statement what do we do next?

Offer to take payment

Verify address on file

Research account

Panic

If they have received statement and have no questions what should you do next?

Thank them and let them go

Offer to take payment

Offer to email a copy

Ask if they have insurance

If they ask am I late, what do you say?

Heck ya you are

No, there is no due date

Its not late but it is due now

Late for what?

If they are mad and saying you shouldn't be calling them. What do you say?

I was only calling because you have a bill due.

This was just a courtesy call.

Hang up

We will call you back later.

They say someone else handles my bills. What do we do?

Say okay, and notate account.

Get the number and reach out to them.

Go over the statement with them anyways.

Not sure

What if the guarantor stated they were going to call back later to make a payment, what can you do?

Notate the account

Offer text reminder

Just say okay

Not sure

What is an example of a time you should bail?

If they say there is a recent death in the family.

Yelling and cussing

They say I'm not going to pay no point in calling them

All of the above

What would you ask if person on the phone says guarantor is deceased?

Okay thank you, end the call

Date of death

How old was the patient

Freeze up

What do you say if spouse wants a statement emailed?

Okay what's your email.

I can't send that.

How about you pay it instead

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