Quiz 1: Voice Bio
Quiz by Dipti Tigdi
Feel free to use or edit a copy
includes Teacher and Student dashboards
Measure skillsfrom any curriculum
Measure skills
from any curriculum
Tag the questions with any skills you have. Your dashboard will track each student's mastery of each skill.
With a free account, teachers can
- edit the questions
- save a copy for later
- start a class game
- automatically assign follow-up activities based on students’ scores
- assign as homework
- share a link with colleagues
- print as a bubble sheet
5 questions
Show answers
- Q1If the customer declines enrolling in Voice Authentication, what should you do?Ignore the CustomerClick opt-out and select the appropriate reason codeFirst 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 anyway120s
- Q2When should you NOT enroll a customer in Voice Authentication?All the aboveExcessive background noise on the call (dogs barking, static)When there are multiple speakers on the call or third party (ex: branch/internal transfers)Call History comments advise to refer the customer to BCS/Fraud120s
- 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 scriptImmediately after you click enrollYou don’t need to read a scriptAt the end of the callBefore 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?Either or, it doesn’t make a differenceN- you do not have the customer on the line, and therefore they are not eligible for Voice Authentication EnrollmentY – since the customer may be there in the backgroundY – since you are going into a customer account120s
- Q5When you are reading the enrollment script, the customer cuts you off. What should you do?Ensure you read the Script in its entiretyDon’t worry about it, it doesn’t really matterAnswer any questions they may haveA and C120s