Scripting
Call Center Scenario Quiz
Test your skills and knowledge in handling various call center scenarios. This quiz will assess your responses to challenging situations you might encounter while making collection calls.
- 10 multiple-choice questions.
- Understand appropriate responses.
- Improve your customer service abilities.
What is an example of an inconvenient time you would suggest we call back?
They mention they are driving
They are at work
They are running late
Screaming baby in background
All the above
If they didn’t get the mailed statement what do we do next?
Offer to take payment
Verify address on file
Research account
Panic
If they have received statement and have no questions what should you do next?
Thank them and let them go
Offer to take payment
Offer to email a copy
Ask if they have insurance
If they ask am I late, what do you say?
Heck ya you are
No, there is no due date
Its not late but it is due now
Late for what?
If they are mad and saying you shouldn't be calling them. What do you say?
I was only calling because you have a bill due.
This was just a courtesy call.
Hang up
We will call you back later.
They say someone else handles my bills. What do we do?
Say okay, and notate account.
Get the number and reach out to them.
Go over the statement with them anyways.
Not sure
What if the guarantor stated they were going to call back later to make a payment, what can you do?
Notate the account
Offer text reminder
Just say okay
Not sure
What is an example of a time you should bail?
If they say there is a recent death in the family.
Yelling and cussing
They say I'm not going to pay no point in calling them
All of the above
What would you ask if person on the phone says guarantor is deceased?
Okay thank you, end the call
Date of death
How old was the patient
Freeze up
What do you say if spouse wants a statement emailed?
Okay what's your email.
I can't send that.
How about you pay it instead
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