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8 Cards in this Set
- Front
- Back
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What is the top gun score? |
95% |
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What is the standard closing? |
Is there anything else I can help you with?
Thank you for calling IEHP, have a great day. |
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Avoid unexplained silence |
Explain the reason for upcoming silence Avoid muting the caller or placing them on jold |
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Extra Mile |
Make caller aware of options that are available to them |
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What are soft skills and problem solving? |
Use courtesy phrases and make emphatic statements when appropriate |
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What are two numbers you can verify? |
Callback number and primary number. |
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How are results scored for new hires? |
They are put on a 3 month grace period. |
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What are the 5 sections of QA |
-opening -soft skills & problem solving -job knowledge -closing -impact to member care |
