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 CustomerFirst 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 enrolledEnroll them anywayClick opt-out and select the appropriate reason code
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- Q1If the customer declines enrolling in Voice Authentication, what should you do?Ignore the CustomerFirst 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 enrolledEnroll them anywayClick opt-out and select the appropriate reason code30s
- Q2When should you NOT enroll a customer in Voice Authentication?Call History comments advise to refer the customer to BCS/FraudWhen there are multiple speakers on the call or third party (ex: branch/internal transfers)All answers are correctExcessive background noise on the call (dogs barking, static)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) you select enroll on the VA widget, when do you read the enrollment script?At the end of the callYou don’t need to read a scriptBefore you click enrollImmediately after you click enroll120s
- 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?No, you do not have the customer on the line, and therefore they are not eligible for Voice Authentication EnrollmentYes, since you are going into a customer accountYes, since the customer may be there in the backgroundEither or, it doesn’t make a difference120s
- Q5When you are reading the enrollment script, the customer cuts you off. What should you do?Answer any questions they may have and ensure you read the script in its entiretyDon’t worry about it, it doesn’t really matterStop reading the script and just click enrollInterrupt the customer and tell them its not nice to be cut off120s
