What do weask themember beforewe wrap up thecall?If they haveany otherissues theywould like forus to resolve.Should we assistthe member withtheir needs or starttalking aboutwhats going ontoday?Assist themembersneeds.Should we useprofanity orvulgarlanguage on acall with amember?NoneverWhat wouldwe say atthebeginning ofthe call?"Thank you for callinghealthy benefit plusmember support thisis so and so who do ihave the pleasure ofspeaking withtoday?"Do we notateeverythingwe havedone in thecall?YesHow longshould we beon the phonewith themember?7-12minutesShould we showsympathy to themember or actlike it is not a bigdeal?Show sympathyfor the memberbecause we donot know whatthey are goingthrough.Should we downthe program oremployees if theydid not doanything correctly?No weshould notdo thatDo we givethem a recapof the callbefore weend the call?Ofcoursewe do.Should wesound like anegative Nancyon the phonewith themember?No weare hereto help.How longcan we dosmall talkwith themembers?We can dosome smalltalk but notfor long.Can we ask openor close questionto get a deeperunderstanding ofthe membersneeds?Yes wecan.Should weinterrupt thememberwhen theyare talking?No, becausewhat they mightsay may beimportant to thereason why theyare calling.Should theagent sharethe resolutionto themember?YesAfter therecap whatelse do weask themember?We ask if theywould like to doa one questionsurvey based onthe agentsperformance.Should wemaintain aprofessionalmanner or belike whatspoppin' Mrs.T?Maintain aprofessionalmanner.Whodisconnectsthe call?ThememberWhatverification dowe need fromthe member tofind theiraccount?Firstname, lastname andzip codeDo we giveout personalinformation ofus to any ofthe members?No wedo notHow longshould amember beon hold?No lessthan 2minutes.Should weargue withthemembers?No weshouldnotIf the memberin hold forlonger than 2minutes whatdoes the agentdo?Take them off ofhold and assurethem you are stillthere and youhave to put themback on hold.What do we askthe memberswhen we get doneverifying all theirinfo to get intotheir account?Thereasonthey arecalling.When we needto transfer themember do wecold transferthem or warmtransfer?We notify themember we willbe transferringthem and do awarm transfer.What do weask themember beforewe wrap up thecall?If they haveany otherissues theywould like forus to resolve.Should we assistthe member withtheir needs or starttalking aboutwhats going ontoday?Assist themembersneeds.Should we useprofanity orvulgarlanguage on acall with amember?NoneverWhat wouldwe say atthebeginning ofthe call?"Thank you for callinghealthy benefit plusmember support thisis so and so who do ihave the pleasure ofspeaking withtoday?"Do we notateeverythingwe havedone in thecall?YesHow longshould we beon the phonewith themember?7-12minutesShould we showsympathy to themember or actlike it is not a bigdeal?Show sympathyfor the memberbecause we donot know whatthey are goingthrough.Should we downthe program oremployees if theydid not doanything correctly?No weshould notdo thatDo we givethem a recapof the callbefore weend the call?Ofcoursewe do.Should wesound like anegative Nancyon the phonewith themember?No weare hereto help.How longcan we dosmall talkwith themembers?We can dosome smalltalk but notfor long.Can we ask openor close questionto get a deeperunderstanding ofthe membersneeds?Yes wecan.Should weinterrupt thememberwhen theyare talking?No, becausewhat they mightsay may beimportant to thereason why theyare calling.Should theagent sharethe resolutionto themember?YesAfter therecap whatelse do weask themember?We ask if theywould like to doa one questionsurvey based onthe agentsperformance.Should wemaintain aprofessionalmanner or belike whatspoppin' Mrs.T?Maintain aprofessionalmanner.Whodisconnectsthe call?ThememberWhatverification dowe need fromthe member tofind theiraccount?Firstname, lastname andzip codeDo we giveout personalinformation ofus to any ofthe members?No wedo notHow longshould amember beon hold?No lessthan 2minutes.Should weargue withthemembers?No weshouldnotIf the memberin hold forlonger than 2minutes whatdoes the agentdo?Take them off ofhold and assurethem you are stillthere and youhave to put themback on hold.What do we askthe memberswhen we get doneverifying all theirinfo to get intotheir account?Thereasonthey arecalling.When we needto transfer themember do wecold transferthem or warmtransfer?We notify themember we willbe transferringthem and do awarm transfer.

QA List Questions! - Call List

(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


1
I I
2
O O
3
N N
4
B B
5
O O
6
B B
7
I I
8
N N
9
N N
10
O O
11
B B
12
G G
13
G G
14
I I
15
G G
16
N N
17
G G
18
I I
19
O O
20
O O
21
I I
22
B B
23
G G
24
B B
  1. I-If they have any other issues they would like for us to resolve.
    I-What do we ask the member before we wrap up the call?
  2. O-Assist the members needs.
    O-Should we assist the member with their needs or start talking about whats going on today?
  3. N-No never
    N-Should we use profanity or vulgar language on a call with a member?
  4. B-"Thank you for calling healthy benefit plus member support this is so and so who do i have the pleasure of speaking with today?"
    B-What would we say at the beginning of the call?
  5. O-Yes
    O-Do we notate everything we have done in the call?
  6. B-7-12 minutes
    B-How long should we be on the phone with the member?
  7. I-Show sympathy for the member because we do not know what they are going through.
    I-Should we show sympathy to the member or act like it is not a big deal?
  8. N-No we should not do that
    N-Should we down the program or employees if they did not do anything correctly?
  9. N-Of course we do.
    N-Do we give them a recap of the call before we end the call?
  10. O-No we are here to help.
    O-Should we sound like a negative Nancy on the phone with the member?
  11. B-We can do some small talk but not for long.
    B-How long can we do small talk with the members?
  12. G-Yes we can.
    G-Can we ask open or close question to get a deeper understanding of the members needs?
  13. G-No, because what they might say may be important to the reason why they are calling.
    G-Should we interrupt the member when they are talking?
  14. I-Yes
    I-Should the agent share the resolution to the member?
  15. G-We ask if they would like to do a one question survey based on the agents performance.
    G-After the recap what else do we ask the member?
  16. N-Maintain a professional manner.
    N-Should we maintain a professional manner or be like whats poppin' Mrs.T?
  17. G-The member
    G-Who disconnects the call?
  18. I-First name, last name and zip code
    I-What verification do we need from the member to find their account?
  19. O-No we do not
    O-Do we give out personal information of us to any of the members?
  20. O-No less than 2 minutes.
    O-How long should a member be on hold?
  21. I-No we should not
    I-Should we argue with the members?
  22. B-Take them off of hold and assure them you are still there and you have to put them back on hold.
    B-If the member in hold for longer than 2 minutes what does the agent do?
  23. G-The reason they are calling.
    G-What do we ask the members when we get done verifying all their info to get into their account?
  24. B-We notify the member we will be transferring them and do a warm transfer.
    B-When we need to transfer the member do we cold transfer them or warm transfer?