Quiz 1: Voice Authentication
Quiz by Dipti Tigdi
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- Q 1/5Score 0If the customer declines enrolling in Voice Authentication, what should you do?29Ignore the customer and enroll them anywaysFirst attempt to overcome the customer’s objection; if the customer still declines, click opt-out, select the appropriate reason code and advise the customer they are not enrolledClick opt-out and select the appropriate reason codeMark the call “Suspicious” because customer does not want to be enrolled in Voice Authentication
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- Q1If the customer declines enrolling in Voice Authentication, what should you do?Ignore the customer and enroll them anywaysFirst attempt to overcome the customer’s objection; if the customer still declines, click opt-out, select the appropriate reason code and advise the customer they are not enrolledClick opt-out and select the appropriate reason codeMark the call “Suspicious” because customer does not want to be enrolled in Voice Authentication120s
- Q2When should you NOT enroll a customer in Voice Authentication?All answers are correctCall History comments advise to refer the customer to BCS/FraudExcessive background noise on the call (dogs barking, static)When there are multiple speakers on the call or third party (ex: branch/internal transfer)120s
- Q3For non-Quebec residents, once you have determined that the customer has met all enrollment criteria (i.e. only one speaker on the line, you are speaking to the correct person, no static on the line), when do you read the enrollment script?Immediately after you click enrollAt the end of the callBefore you click enrollYou don’t need to read a script120s
- Q4You receive a call and are made aware that it is the branch calling. After you enter the Scotiacard number, AS400 asks is “Customer on the line (Y/N)”. What should you select?Yes, since you are going into a customer accountYes, since the customer may be there in the backgroundEither or, it doesn’t make a differenceNo, you do not have the customer on the line, and therefore they are not eligible for Voice Authentication Enrollment120s
- Q5When you are reading the enrollment script, the customer cuts you off. What should you do?Tell them its not nice to be cut offJust click enrollAnswer any questions they might have and ensure you read the script in its entiretyDon’t worry about it, it doesn’t really matter120s
