Situational Examples

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Did the caller make the right decision? Let's see if you know your stuff!

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Situational Examples


Situational ExamplesVersion en ligne Did the caller make the right decision? Let's see if you know your stuff! par ISG Call Center 1 Roz finishes her diary notes and uses the "ESCALATED: As additional information is needed in order to proceed" phrase along with the additional information button. Is Roz right? Yes No 2 CJ notates the email address then hits save and next. Is this the correct action? Yes No 3 Eli ends his current call and finishes his notes. He then calls the second number provided where he has left a voicemail. Did Eli proceed correctly? Yes No 4 MJ leaves a voicemail and uses "ESCALATED: Provider cannot locate the request or does not accept calls and contact is needed by email, fax or mail." Did MJ proceed correctly? Yes No 5 Mark checks the diary history. There is no request ID. He calls the number back, selecting a different option to speak to someone to verify they received the request. Is he doing the right thing? Yes No 6 Fabiola hangs up and uses ESCALATED: Provider uses MRO portal, need to review for response, invoice or to upload/submit request. She selects the "Request Needs Resubmitted" button. Is she correct? Yes No 7 Lucy uses the phrase ESCALATED: No contact information available for provider, sending to Research team for assistance. Did Lucy do the right thing? Yes No 8 Ben completes his diary notes and notates the phone number for billing. He does not call the provided number and hits "save and next". Did Ben do the correct thing? Yes No 9 Dean calls and is advised the authorization is not signed. Dean uses ESCALATED: Provider cannot locate the request or does not accept calls and contact is needed by email, fax or mail. Is he right? Yes No 10 Trey checks the diary history. There is not a number listed there either. He uses ESCALATED: No contact information available for provider, sending to Research team for assistance. Is this right? Yes No 11 Sadie uses the phrase ESCALATED: To resolve pending issue in order to proceed. Did Sadie do the right thing? Yes No 12 Mario completes his diary entry and uses the "ESCALATED: Provider cannot locate the request or does not accept calls and contact is needed by email, fax or mail" escalation. Is this correct? Yes No 13 Tasha uses the escalation phrase "ESCALATED: Provider uses CIOX portal, need to review for response, invoice or to upload/submit request." and selects the "please check for provider response" button. Yes No

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Situational Examples

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À propos de cette activité

Créé par

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Situational ExamplesVersion en ligne

par ISG Call Center

Roz finishes her diary notes and uses the "ESCALATED: As additional information is needed in order to proceed" phrase along with the additional information button. Is Roz right?

CJ notates the email address then hits save and next. Is this the correct action?

Eli ends his current call and finishes his notes. He then calls the second number provided where he has left a voicemail. Did Eli proceed correctly?

MJ leaves a voicemail and uses "ESCALATED: Provider cannot locate the request or does not accept calls and contact is needed by email, fax or mail." Did MJ proceed correctly?

Mark checks the diary history. There is no request ID. He calls the number back, selecting a different option to speak to someone to verify they received the request. Is he doing the right thing?

Fabiola hangs up and uses ESCALATED: Provider uses MRO portal, need to review for response, invoice or to upload/submit request. She selects the "Request Needs Resubmitted" button. Is she correct?

Lucy uses the phrase ESCALATED: No contact information available for provider, sending to Research team for assistance. Did Lucy do the right thing?

Ben completes his diary notes and notates the phone number for billing. He does not call the provided number and hits "save and next". Did Ben do the correct thing?

Dean calls and is advised the authorization is not signed. Dean uses ESCALATED: Provider cannot locate the request or does not accept calls and contact is needed by email, fax or mail. Is he right?

Trey checks the diary history. There is not a number listed there either. He uses ESCALATED: No contact information available for provider, sending to Research team for assistance. Is this right?

Sadie uses the phrase ESCALATED: To resolve pending issue in order to proceed. Did Sadie do the right thing?

Mario completes his diary entry and uses the "ESCALATED: Provider cannot locate the request or does not accept calls and contact is needed by email, fax or mail" escalation. Is this correct?

Tasha uses the escalation phrase "ESCALATED: Provider uses CIOX portal, need to review for response, invoice or to upload/submit request." and selects the "please check for provider response" button.