Asks all questions in intake scripting including follow up questions
Completes all client scripting
Asks all questions in client's call flow Asks or confirms all follow up questions specifically Does not rely on implied information from customer. Note for tobacco and race questions agent doesn’t need to read all options, just check what the PT answers. If a participant does not specifically state they use e-cigarettes/vaping product, agent must read that question separately. "Are you of Hispanic or Latino/Latina origin?" MUST be asked separately.
Eligibility scripting, Text messaging program , Medical screening and additional resources scripting.
Presents program details according to scripting and client specifications - New intake Scripts for new referrals, old PT returning and new callers: Note: if PT began online questions will be greyed out. Agents are not required to ask these questions.
Information in QP is not required in the notes. Agents are required to note in alert notes: PPP / AI / Closet Smoker / Foreign language / Hearing impaired / PT used alternate name / Pronunciation tips for PT name/ Eligibility authorization (include valid/invalid and date received). Agents are expected to note in comments: Disconnect calls, Escalated situations, Coaching calls: A brief summary of PT Motivations, Challenges/Triggers, Plan and referral to medical provider to discuss medication side effects Notes should be: Accurate / professional / objective /Exclude opinions. Examples: Call disconnected, called PT back left VM, PT requested to speak to supervisor. Xfer to x1234 per supportline, PT wanted additional NRT per client guidelines not currently eligible. Stated will be contacting lawyer. Disconnected call. Received VM on return call. Called supportline and Email sent to assitbox to summarize call.
Accurate entry of next actions in profile: appointments, disenrollments.
All appropriate additional offerings sent and accurately notated
All appropriate mailings sent and accurately notated
Record created accurately Al info is recorded in database accurately void of errors, spelling) according to client guidelines. Duplicate profiles are avoided unless required
Case Record Created Correctly
Correct educational mailings sent
Correct additional offerings sent
Case management notes are complete and professional
Avoid slang/ use proper grammar. Avoid negative comments or any undermining of the program, your employer or the client. Respond with certainly and confidence; do not express uncertainty with triggers such as "I think" Display customer courtesy at all times (polite and considerate behavior, good manners, respect for others); abuse and profanity result in auto-fail.Chat sessions use correct grammar and spelling and do not type in all capital letters.
Match caller pace / Maintain a consistent pace throughout the call / Speak distinctly / Use consistent volume that can be heard clearly / Let the caller complete thoughts, sentences; no interruptions
Convey enthusiasm and energy through a friendly, positive tone / Use inflection (avoid monotone) / Do not display anger/frustration / No ancillary noises, e.g., chewing, drinking, sighing coughing, etc.
Use the caller's name (first or surname) throughout the call to demonstrate interest Do not overuse the callers name which can result in sounding insincere
