Review Quiz
Compliance and Call Handling Quiz
Test your knowledge on compliance procedures and effective call handling practices with our engaging quiz. This assessment is designed to help you understand critical elements related to Telephone Provider (TP) calls and compliance guidelines.
- Assess your understanding of call disclosures.
- Learn about the correct procedures for handling bankruptcy and debt consolidation calls.
- Improve your overall compliance knowledge.
Mark all that apply: What should be said in the message of the day ?
Agent name
Discover
Hours of operation
Discover (when applicable)
Online option
What the message of the day says
Phone Number (2x's)
What are the Hours of Operation?
Monday-Friday 8am-10am EST
Monday-Friday 8am-10pm/Saturday 8am-2pm/ Sunday 9am-2pm
Monday-Friday 8am-10pm/Saturday 8am-2pm EST
Monday-Friday 8am-10pm/Saturday 8am-2pm/ Sunday 9am-2pm EST
Does it matter where the call recording disclosure is said?
No
Yes
As long as you say in the call
Only on a tp call
In a TP call where should the call recording disclosure be said?
After asking for a better phone number
At the beginning of the call
At the end of the call
Before asking for a better number
Where can you find the process or steps of a TP call?
Stairsteps
Quality/Compliance Email
The Call Flow
All of the Above
Can you fail for Compliance if you don't have all the major components for a TP Message?
No
Yes
It depends
Its for quality not compliance
What's the best time to remove a wrong number?
While having the TP on the line
After the TP has hung up
After you Memo
Would a relatives number be considered a wrong number?
Yes
It Depends
No
Maybe
If you get a CCCA/Bankruptcy/or Debt Consolidator call who should handle it?
Yourself like normal
Send it on the chat
To a supervisor
Program Manager
Mark all that apply: What information should be given for a CCCA/Bankruptcy/or Debt Consolidator call
EDS Key
What status was added by agent
What type of call it was
The CM names
Phone number
Any information of an attorney
Mark all that apply: What should you (agent) do when you get a CCCA/Bankruptcy/or Debt Consolidator and the CM hangs up?
Dialer Exclusion
Transfer
Remove the number
Pass the information to have it handled
Memo
Where is the Dialer Exlusion found?
CRMA
One Note
Web Links
Noble Dialer
What is the Utilization goal
90%
83.5%
85.3%
92%
What affects your Utilization the most ?
System Issues
Breaks/Lunches
Clocking in to Taking first call
TGEN
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