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Quiz 1: Voice Bio

Quiz by Dipti Tigdi

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5 questions
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  • Q1
    If the customer declines enrolling in Voice Authentication, what should you do?
    Ignore the Customer
    Click opt-out and select the appropriate reason code
    First 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 enrolled
    Enroll them anyway
    120s
  • Q2
    When should you NOT enroll a customer in Voice Authentication?
    All the above
    Excessive 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/Fraud
    120s
  • Q3
    For 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
    Immediately after you click enroll
    You don’t need to read a script
    At the end of the call
    Before you click enroll
    120s
  • Q4
    You 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 difference
    N- you do not have the customer on the line, and therefore they are not eligible for Voice Authentication Enrollment
    Y – since the customer may be there in the background
    Y – since you are going into a customer account
    120s
  • Q5
    When you are reading the enrollment script, the customer cuts you off. What should you do?
    Ensure you read the Script in its entirety
    Don’t worry about it, it doesn’t really matter
    Answer any questions they may have
    A and C
    120s

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