CALL FLOW

A professional customer service representative on a phone call, with icons representing safety, policy information, and communication, in a modern office setting.

Master the Call Flow Quiz

Test your knowledge of our call flow procedures with this engaging quiz! Whether you're familiar with the essential steps or just starting to learn, this quiz is designed to reinforce your understanding of critical protocols in handling calls.

10 carefully crafted questions
Instant feedback on your answers
Improve your knowledge and skills in client interactions

10 Questions2 MinutesCreated by EngagingAgent452

NI already provided you , the policy# we found it ...

We ask year, make &model of IV

If caller is the one listed in the policy we ask address

We ask if they are the policy holder

We ask policy's holders name

If the NI is not with the IV ...

We cannot dispatch unattended services

Ask if NI will return

We will need to provide this info to the SP

In which tab we sent the SMS Alert to locate the NI via GPS?

Service Order Tab

Vehicle Tab

Location Tab

It doesn't matter in which tab

When our first SP is a Digital Dispatch

If accepted pop up turns green

If accepted pop up turns red

We have to return to caller & give SP name, coverage, ETA

We have to call SP (green) to confirm service

We have to call SP (red) to confirm service

If NI insists getting more quotes (for OOP) how many more SP's we call?

Until NI agrees with OOP

What we offer first?

Courtesy List

No Coverage Program

Call HO to verification

Advise them to call HO and provided phone#

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