eSwitch PKT - 09/10/15

1.

1 point

True or False: Scotiabank Simple Switch for Credit Cards customers can transfer balances from any US or Canadian credit card to their new Scotiabank credit card.

True

False

2.

1 point

True or False: If the customer’s next scheduled PAT is in 10 days and the lead time to inform the Merchant is 9 days, it is safe to manually schedule the switch.

True

False

3.

1 point

Whenever a Branch Representative calls in, what information should we ask in pulling up the order?

Customer’s phone number

Transit and account number

Branch Phone number

Transit#

4.

1 point

If agent missed to provide the correct info found on BAR – will there be markdown? How many points do we lose if we get a markdown?

No, 38 points

Yes, 9 points

Yes, 18 points

Yes, 38 points

5.

1 point

What markdown can we get if we fail to use customer’s first and last name? (both for Inbound and Outbound skills)

3.1 – section fail

4.1 – auto fail

1.2 – zero marks

Coaching Opportunity only

6.

1 point

When do we need to provide callback numbers and business hours?

Dialer Outbound- Agents are to provide the number and business hours; eSwitch Inbound- should provide the number and business hours.

Credit Card Customers- Agents doesn’t need to provide the number and business hours. eSwitch Inbound- No need to provide the number and business hours.

Credit Card Customers- Agents are to provide the number and business hours. Dialer Outbound- Agents are to provide the number and business hours. eSwitch Inbound- No need to provide the number and business hours.

Dialer Outbound- Agents are to provide the number and business hours. Credit Card Customers- Agent’s discretion to provide the number and business hours.

7.

1 point

New PAT and switch requests made on the BMO MasterCard Powerswitch® online portal take:

Up 5 business days to process

2 hours to process

48 hours to process

8.

1 point

On what parameter can we get a markdown for not providing the BoAT and PAT info?

3.3 Action ( Recap)

2.3 Call control

1.4 Clarity of conversation and confidence

3.1 Provided complete and accurate information

9.

1 point

When do you select ’Other’ transaction frequency type?

When you want to send a Manually Scheduled order to eSwitch™ Operations

When the customer wishes to change their payment frequency

When the actual transaction frequency is not listed

When the Merchant changes the customer’s payment schedule

10.

1 point

When reviewing formatting details in the Merchant Details window to determine how to identify a customer’s account a comma indicates ____________ while the word ‘and’ indicates __________.

Both items are required; additional information is required

The account belongs to multiple parties; authorized users exist

Either option can be used; both items are required