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Quiz 1: Voice Bio Knowledge Boost
Quiz by Dipti Tigdi
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5 questions
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- Q1If the customer declines enrolling in Voice Authentication, what should you do?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 enrolledEnroll them anywayIgnore the CustomerClick opt-out and select the appropriate reason code120s
- Q2When should you NOT enroll a customer in Voice Authentication?Excessive background noise on the call (dogs barking, static)When there are multiple speakers on the callAll of the aboveCall 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 script?At the end of the callYou don’t need to read a scriptImmediately after you click enrollBefore 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 differenceY – since you are going into a customer accountN- 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 background120s
- Q5When you are reading the enrollment script, the customer cuts you off. What should you do?Answer any questions they may haveA and CDon’t worry about it, it doesn’t really matterEnsure you read the Script in its entirety120s