CSP Training Quiz

If there are no instructions, what do you tell the caller when they ask how soon their call will be returned?

"I am not able to tell you specifically what time your call will be returned, however, I will deliver your message immediately"

If you are asked a question by your caller and do not see the answer to the question in the info pages, what should you tell your caller?

"I'm sorry I don't have that information, but I will be happy to relay your message to the appropriate person to assist you"

What is the required closing phrase for every call, in addition to any closing phrase that may be scripted?

"Is there anything else I can assist you with?"

Unless the account says otherwise, AnswerFirst requests a certain introduction when standard patching a call. In this example, you are transferring John to Attorney Bazaz. What is the correct introduction when standard patching this calls?

"Thank you for holding John, I have Attorney Bazaz on the line"

You receive a call on an account which advises you to "blind patch all." Describe how to complete this task after completing the message.

1. Press F1 to place the caller on hold (HOLD) (after requesting permission) 2. Click the "Going to be patching the call" button 3. Dial using the Contact Button. 4. Choose Busy or Blind Patch in the Disposition box 5. As soon as you hear the 1st ring, Conference by pressing Alt+F1, select line in Conference box and click "enter" (CONF) 6. Immediately Op Out by pressing Alt+F2 which leaves the call patched and takes you out of the call (PTCH) 7. Deliver the message.(Who/How) 8. F4

You receive a call on an attorney's account. The directions tell you to patch all potential new clients. Describe each step to complete this task after completing the message.

1. Press F1 to place the caller on hold (HOLD)(after requesting permission 2. Click the "Going to be patching the call" button 3. Dial using the Contact Button. 4. Make a selection in the disposition box 5. If you have an Answer - . ("Hi, this is Michelle with AnswerFirst, I have (caller) on the line, may I connect him/her?") (TLK-2) 7. After receiving permission, Conference by pressing Alt+F1, select line in Conference box and click "enter" (CONF) 8. Thank the caller for holding and introduce​ the caller to the client ("Thank you for holding (caller), I have (client name) on the line for you.") 9. Immediately Op Out by pressing Alt+F2 which leaves the call patched and takes you out of the call (PTCH) 10. Deliver the message.(Who/How) F4

Describe how you find out who is on call for an account.

Alt+F11 Look at the On Call Schedule for an account.

The office calls to say that the are leaving for the day. What do you do?

Alt+F5 to change the status, confirm oncall if possible

When can you reach out to a Shift Lead or member of Management for help?

Anytime

Your choices before you take a message are either "New patient", "Existing patient", "Medical Facility" or "All Others". You just said the answer phrase and the caller says that they the need to speak with someone with the scheduling department. What should you do next?

Ask questions to determine if they are a New or Existing patient, a medical facility or none of these would be all others, and continue to take a message

You are confused about something listed on an account but it is not urgent to your specific caller's message. To whom and how do you communicate your question?

Ask your Shift Leader during a slow time, ask others in chat

Something has just come up and you would like to have a particular day off, but you are already scheduled. What do you do?

Attempt to trade or give your hours away to another CSP by posting on the Available Hours Forum on the AF Intranet, or by using the "Need Shift Coverage" link on the Shift Preparation page on the Intranet. Once someone agrees to work your hours, perform trade in ProScheduler

Explain what Blind Patch means and list each step needed to perform this type of patching.

Blind patch means that we are connecting to a ringing line or voicemail. You don't wait for an answer or to introduce. 1. Press F1 to place the caller on hold (HOLD)(after requesting permission) 2. Click the "Going to be patching the call" button 3. Dial using the Contact Button. Click Contact Button, Dial box opens, begin with the top of the list and double click the first phone number to begin the dial. 4. Choose Busy or Blind Patch in the Disposition box 5. As soon as you hear the 1st ring, Conference by pressing Alt+F1, select line in Conference box and click "enter" (CONF) 6. Immediately Op Out by pressing Alt+F2 which leaves the call patched and takes you out of the call (PTCH) 7. Deliver the message. 8. F4

When do you logout of telephone agent?

Breaks and end of day.

You woke one morning at 5:30 a.m. to find you have come down with a horrible cough. Your shift is scheduled to start at 8:00 a.m. but you can't speak without coughing into the phone. You need to call out for your shift. What is the only acceptable method of calling out/late?

Calling the employee line at 813-882-5317

Let's say the client calls to say they are gone for the day and that Tom is on call. What would be the first step?

Change account status, Alt+F5

It is Friday afternoon. The office calls to say that they are gone for the weekend and will be returning on Monday morning. How would an ideal agent handle this?

Change status, Alt+F5, confirm oncall if possible

When a client calls and wants to change the On Call Technician for the night, what should you do?

Check the on call schedule and Complete a Client Update Form if needed

If a client calls to say that they are gone for the weekend and that John is on call for Saturday and Tom is on call for Sunday what is the best procedure to follow after creating an expiring status.

Check the on call schedule and complete a CUF detailing that John is on call Saturday and Tom is on call Sunday, if needed.

Please describe the correct procedure to take a restroom break during your shift.

Check the waits window, if not in yellow, make sure no one else is out in restroom chat, announce "rr" in chat, Turn OFF in Telephone Agent, mark yourself AWAY in Ryver. On return, Turn ON in Telephone Agent, mark yourself "Available" in Ryver, and announce "back" in rr chat.

Which programs/resources do you need to be logged into to begin working?

Chrome on your desktop, Audio Resource (X-lite or Google phone), Amtelco server, Chrome within server,, Ryver, Infinity Telephone Agent.

The office wants to let us know that a new on call person will be handling the after hours calls for the evening. What do you do?

Complete a CUF with the contact information for the new person and when they will be on call

If you are patching a call and the caller hangs up, what should you do?

Continue with the patching process and let the client know that the caller disconnected. Ask the client if they would like the message or to attempt to connect back to the caller. Follow their instructions.

Choose the line with the correct format for placing a special. A. Water is off until 3pm today (SMD) B. (SMD)Water is off until 3pm today C. 2/21 Water is off until 3pm today SMD D. (2/21)Water is off until 3pm today (SMD)

D. (2/21)Water is off until 3pm today (SMD)

If you receive a busy signal when dialing a contact, what should you do?

Dial again. Always try a busy number a second time.

What information should be verified in a message you are taking?

Everything

How do you park a call to a bilingual CSP?

F5

Now that you have provided the client (or client representative) with the message information how should you deliver the message?

F9 if not on dispatch screen, Press click to deliver button, enter who/how in delivered to field - John/called in, F4

A call came in on 5307 so it is not being billed to the client. Please describe how to ensure the call will be billed to the client.

Fetch the client's account and F4 on the client account when all work is done.

You need to request a day off next month for a special event or doctor's appointment. How do you do this?

First check the vacation calendar to make sure the date is not blocked off. Once you have determined that the date is available, go to ProScheduler, click the Request tab, choose the date you would like to request off. Then click on the icon to the far right of the screen to open a new request. To request a full day or days off without vacation pay, enter the start and end dates. Then click the absence button and choose unavailable under task, enter any information you would like to provide Barbie in the message box, and enter start and end time as 12:00 am. Then click the save button.(At least 21 days in advance, this is not a guarantee you will receive it)

When you do not hear any response from the caller, what is the specific phrase used upon disconnecting the call?

If you receive a call that is dead air, CSP's must say the answer phrase twice then must state "I will be releasing the call due to lack of response." Allow a few seconds for a response, and then disconnect the line

What does it mean when you taking a message and see the prompt in yellow text with a red background?

It must be followed verbatim.

If you are scheduled to begin your shift at 2:00 PM what time should you be logged in to Telephone Agent?

Log in at scheduled start time.

What do you do if you are receiving a busy signal when logging in to your audio resource?

Log out of Telephone Agent and try audio again, If not in TA yet Log into Telephone Agent and log out again.

If a client calls into our AnswerFirst Customer Service account 805 to retrieve their message, you will need to find their account. They DO NOT know their account number. How would you find their account?

Look in the Client List or Go to the Client Data Interface on the AnswerFirst Intranet, enter the business name and search.

Once you have fetched up the account and assigned the proper billing how do you find the pending message?

Look in the message index for an unopened envelope or the message they are calling about

When you are working remotely and have a problem, how are you able to receive help?

New CSP Folder, Intranet, Ryver Chat, Shift Leader

Can you skip questions you think you know the answer to or don't want to ask in a script?

No

Is it ok to jump around the script and get information out of order?

No

Can you dial 911 from inside Telephone Agent?

No, never

If a script field is not required and the caller does not have that information, what do you enter in the field?

Nothing

When the on call person for an account calls in and says they didn't receive a text from us, what should you do?

Offer to relay the message verbally, if they still need a text sent, complete a CUF and be sure to include details of which message they need resent

What is the first thing you do to place a caller on hold?

Request the caller's permission

Your computer seems to have issues when you are logged on to the same server. It tends to happen around the same time every day. To whom and how do you communicate this need?

Shift Leader using the chat

Explain Standard Patching and list each step needed to perform this type of patching.

Standard patching means we will introduce the client to the caller. Place your caller on hold, dial the contact. If they answer you tell your client who is on the line, if they accept the call then you patch them through using Alt F1, (enter) you then advise your caller who is on the line and use Alt F2 to Opt yourself out of the call. Adversely if your client does not answer, then you do not leave a voicemail. 1. Press F1 to place the caller on hold (HOLD) (after requesting permission) 2. Click the "Going to be patching the call" button 3. Dial using the Contact Button. 4. Make a selection in the disposition box 5. If you have an Answer - "This is (your name) with AnswerFirst, I have (caller's name) on the line. May I connect her/him,?" If yes, 7. Conference by pressing Alt+F1, select line in Conference box and click "enter" (CONF) 8. Thank the caller for holding and introduce​ the caller to the client ("Thank you for holding (caller), I have (client name) on the line for you.") 9. Immediately Op Out by pressing Alt+F2 which leaves the call patched and takes you out of the call (PTCH) 10. Deliver the message. (Who/How) 11. F4

How do you move from field to field in the script?

Tab

What does patch and escalate mean?

This applies to any style of patching, and means you will be patching to a list of people. If the first person does not answer on the first try, you will attempt ALL METHODS in the Dial Box. This continues until you reach someone or the instruction on the screen change.

What does patch and deliver mean?

This applies to any style of patching. When you see this instruction you know that you are to patch the message, (attempt all methods in the dial box) and whether the client answers or not, you will be delivering the message.

How should your nickname be changed in Ryver Chat when you are going on your scheduled break?

Update your status to away or offline

When do you stop escalating when the script directs you to patch and escalate?

You will continue to escalate until you reach someone or the dispatch notes (in red field) tell you to do something else.

The main difference between a blind patch and an intro patch: For a blind patch, introduce the callers. For a standard patch, we advise the client who we have and then the caller if the client wishes for it to be transferred.

do not, introduce