Authentication Quiz
Authentication Knowledge Quiz
Test your knowledge on authentication processes and policies in customer service. This quiz is designed to ensure that you understand the key principles of authorisation and account security.
- 7 engaging questions
- Multiple choice format
- Score and learn as you go!
I want to call about my services being disconnected but I'm not authorised on the account, I know my husband John Smith is though and I tell you this, can I continue my call?
Yes, we can ask the customer to bring their husband into the call for us to authenticate via OTC and get them to authorise your customer
No, we can't because we are not allowed to confirm if John Smith is an authorised contact even though a name has been provided
I need to change my address on my account, but the contact number for my name is out of date. The number I am calling from is in the account I am enquiring about though, can I continue my call?
No, we cannot update the customers contact number in our systems since the OTC is set up for a different mobile
Yes, we can confirm with the customer their best contact number, and so long as it's active and billed to the account in question we can update the contact method to OTC authenticate the customer and continue the call
I want to call to make a payment on the account, it's my bosses account and I am his new PA and not on the account. Can I still make a payment?
Yes, you do not need to be authorised so long as we don't give you any account information in the call
No, we will need to advise that their boss will need to call since he is the only listed contact.
I need to change my billing method, but I've only been authenticated through questions about my account, am I still able to make the change?
Yes, since they are KBQ authenticated we can continue with the change
No, without OTC we cannot proceed with the change in bill method
I haven't received the latest copy of my bill, I've been authenticated through KBQ and I would like to have my bill sent to my email which isn't listed under my contact in Console, am I allowed to request this?
No, advise the customer we can send the bill to their listed contact email as per Console
Yes, since we have KBA the customer we can send it to their preferred email
No, since we have not OTC the customer we cannot send their bill via any emails
It looks like Console has an error and won't send my OTC, the agent has asked me what a service is on my account and the plan it's on and value, and also what my last payment method was, have I passed KBA?
Yes, this has passed KBA and I can proceed
No, there have not been enough questions asked
I have come through authenticated in the soft phone as Matthew which is my husband, but my name is Lisa. Even though my husband has put all his details into the IVR, do I need to be reauthenticated?
Yes, if Matthew is not there we will need to authenticate Lisa under her contact
No, I can see Lisa and Matthew are both contacts anyway
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