May action plan knowledge test
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
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:
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 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?
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