MassVax
MassVax Training Quiz
Welcome to the MassVax Training Quiz! This quiz is designed to enhance your knowledge and prepare you for effectively assisting callers regarding vaccination appointments. Test your understanding of protocols and key procedures to ensure efficient communication.
- Interactive Questions
- Multiple Choice Answers
- Immediate Scoring
What is the AHT we need to meet?
10:30
2:50
9:50
7:80
What should you ask the caller once you conference in the interpreter?
"Do I have permission to discuss your information with the interpreter on the line?"
"How are you today?"
"How can I assist you today?"
Nothing just roll with the call
Which of the following should we not use as a contact reason?
Not Scheduled - 2nd dose Inquiry
Appointment Scheduled - SPECIAL PROJECT (Task Required)
Not Scheduled - Pre-Registered caller not approved
None of the above
What is the MAX time to have caller on hold?
2 Minutes
6 Minutes
30 Seconds
8 seconds
There should be no more then ___ Seconds of dead air on any call.
4 Seconds
10 Seconds
180 Seconds
30 Seconds
When answering calls we do NOT have to ask their preferred language we are able to assume every time.
True
False
If a caller says "I have a 13 year old and I was wondering can I book the appointment with you?" What should be your response?
Yes, I would be more then happy to lets start with some basic info
Unfortunately, I can not. Only individuals who are 16 years or older are eligible to be vaccinated.
No, is there anything else I can do for you though.
Yes, sure.
You get a caller who has asked you a question that has you stumped and may take a bit longer to find the answer, what should you do?
Just sit there in silence while you search and wait for the caller to say something to explain
Ask the caller if it is okay for you to place them on hold, once they agree, thank them and let them know you are now placing them on hold
Just place them on hold and search
Fill dead air with conversation while you search
Which Key things do you need to ensure are verified if the caller has a CP record in the system already?
Full Name, Phone Number, Zip Code, and Date of Birth
Last name, Address, Date of birth, Last 4 of SSN
Full name, Phone Number, Zip code, and email address
Just Name
What is the proper protocol for Transfers?
Place caller on hold and just transfer.
Ask to place the caller on hold once granted permission, reach out in Teams and ask for permission to screen share and transfer.
Inform caller you can't transfer and to call back and follow the prompts again
Say no, and ask if there is anything else you can do to assist
After booking the appointment what should you do?
Ask if they have anymore questions and if not close call
Thank them for calling and just hang up the phone
Repeat back/confirm, the date, time and location to the caller
None of the above
How many minutes before your shift start can you login into the widget?
30 Minutes
5 Minutes
2 Minutes
10 Minutes
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