Operator Services JBA

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Across
  1. 4. Per this JBA, Great Call does not accept ____ calls.
  2. 7. When customer called Operator Services that they received a CPNI letter, we would _______ to Customer Service to assist with this caller.
  3. 8. If you find a customer’s requested listing but are unable to click into the link for the phone number because it’s _______, please do not advise your caller that you are unable to click the link to get the phone number due to our company’s internet security policy or something along those lines. Instead, please simply apologize to your caller and advise them that you were unable to find the listing for them or that the individual/company they’re looking for is unlisted.
  4. 10. Did you know that 311 is for ___-_______ calls and Non-Urgent Community concerns.
  5. 12. If an agent identifies they are a _______ of a prank call, this JBA tells us the process on what to do.
  6. 15. Each phone book entry on a “non-smartphone” can display up to 24 _______________ (including spaces) for a name.
  7. 16. If customer prefers to contact Operator Assistance instead of manually updating phone list, GEN 2 customers only, will have the $0.99 fee ________.
  8. 18. When you transfer a call, the OS application automatically assigns a _________.
  9. 19. Service When a caller let us know that the primary customer is deceased, we will transfer to _____ ______ (2 words)
  10. 20. The OSR should ____put the phone book into alphabetical order when the customer requests or if the customer accepts a proactive offer by the OSR to do so.
Down
  1. 1. This JBA will help in an event we ____ 9-1-1 in error.
  2. 2. When the search results a listing, which cites the name search name upon a person as deceased, the OSR is NOT to proactively comment upon the mortal status of the individual found within the results. The Operator’s duty is to lookup a name and provide a contact ______
  3. 3. "I'm sorry caller, I cannot hear you, please call us back and we can help you. Thanks for calling Great Call" - Per JBA No Audio ______
  4. 5. In case of a repeat or chatty caller, the Operator may politely inform the customer of excessive personal chat driven by the customer that they enjoyed speaking with them, however, there are other calls waiting - this JBA helps us maintain ____ ______. (two words)
  5. 6. Occasionally Law ___________ or legal professionals will call in contact Great Call for subscribers information - this JBA tells us what to do when we get these types of calls.
  6. 9. According to the “FAQ” JBA – Did you know that Operators may provide the caller with directions to their _________ from their current location, however an OSR may not stay on the line with the customer while they travel to their destination.
  7. 11. JB Flip and JB5 can ______ up to 200 phone numbers in the phone list; while JB plus and older models max is 50 phone numbers in their phone book.
  8. 13. If a customer calls Operator Services from a Great Call handset and asks to be connected to another number by the operator, the customer’s Great Call phone number will ______ on the receiving party’s caller ID
  9. 14. According to this JBA, Operators will transfer customers to CS so the advisor can add their MDN to the DNC ________.
  10. 17. When discussing local time, Operators should include time ____ reference.