Infocision test
Terms
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- Examples of No
- 2 Adamant No's,Deceased (on residential program),Hangup after the 1st Pagagragh on live script only,All request used,Requests to be taken off the phone list,Minor(on a residential program)
- Hang Ups
- A call is coded as a hang up when the Prospect hangs up before the end of first paragragh.,Do not use the Hang Up option on a taped message program.,If you do not mention the client name and the prospect hangs up, code this as a call back.
- Examples of a Wrong Number
- Any operator recording (disconnected, out of service, wrong area code),Fax,Modem,Cell phone, pager, moved/no longer lives or works there (You may change number on a Housefile program if the script directs you to.
- Special Out
- Vacation for 4 weeks+, In hospital,Away at school, Out of Country, Duplicate call(must have been called today), Terminally ill, No English, Deaf, In prison or institution, Answering Service, Media(TV,Newspaper,Radio),Deceased (on a business file),Minor (on a business program)
- Call Backs
- Bad connection, A small child answers the phone (the paren't name is on the screen),Prospect is outside,Not home, Unavailable,Busy signal,Ringing phone(wait 4 rings),In intro,prospects tell you to call back, A call appears on your screen, you have not mentioned the client's name, and no one is there
- Priority Call Back
- This is used when you are told to call back as a specific date and or time to reach the prospect. You may schedule a Priority Call back for up to 4 weeks in advance. If the prospect is going to be gone more than 4 weeks, code the call as a special out temporary. the computer system will convert the time to the prospect's time zone. Reminder: By law we can only call from 8am-9am in any time zone.
- Credit Cards
- The first digit on a credit card will identify the type of card. Example: 3=American Express-15 digits,4=Visa 14 or 16 digits,5=Master Card-16 digits,6=Discover-16 digits. Never write down a donor's credit card number. The name on screen must match how their name appears on the credit card. A debit card is used as a Credit Card.
- Personal Checks
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Routing Number:the 1st set of numbers on the bottom of check. Account number: the 2nd set of numbers on the bottom of the check. Check number:the 3rd set of numbers on the bottom of the check. The check number is always 4 digits.
Corporate Checks-May be taken on specified programs only. - Comment Codes
-
NP=No phone calls
DR-Deceased Mr
DS=Deceased Mrs.
MN=Minor(the minors name is on the record)
NM=Remove from the mailing list
DM=Duplicate Mail
SU-No sunday calls
NF=No fax - There are only 2 times you use the NP comment code
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1.If prospect asks to be taken off the list. Never offer to take someone off of the calling list.
2.The prospect named on the computer screen is a minor. - 4 Examples of Call backs
- Bad connection,In hospital, Away at school, Out of country,Duplicall and must be same day, Terminally ill, No english, Deaf, In prison or instition,Answer service, Media (Tv,Newspaper,Radio),Deceased(on business file),Minor(on abusiness programs)
- Credit Cards : First digit on a card identify the type of card
- 3=American Express 15 digits,4=Visa 14 or 16 digits,5=Master card 16 digits,6=Discover 16 digits
- Never write donor's ___ ___ ____ down.
- credit card number
- The ____ on screen must match how their name appears on the credit card.
- name
- A ___ ___ is used as a Credit card.
- Debit card
- What are components of Personal checks: that we ask?
- Routing number: the 1st set of numbers on bottom of check, Account number: the 2nd set of numbers,3rd set of number: is check number and always 4 digits
- What kind of checks can only be taken on specified programs only.
- Corporate Checks
- What do these comment codes stand for: NP,DR,DS,MN,NM,DM,SU,NF
- No phone calls,Deceased Mr,Deceased Mrs,Minor (minor name on record),Remove from mailing list,Duplicate mail,No Sunday calls, No fax
- There are only 2 times you use the NP comment code:
- 1.If the prospect asks to be taken off the list. Never offer to take someone off the calling list. 2.The prospect named on the computer screen is a minor.
- Name 4 reasons you don't use a 2nd request:
- 1. The prospect is destitute, 2. The prospect is very negative or angry. 3.A catastrophic situation, 4. State law
- When do you log in?
- beggining of shift, return from break, program training or team meeting.
- When do you log out?
- You log out at end of shift and when you leave for lunch break, a team meeting or program training.
- When to do 'go idle? what is proper procedure?
- When you leave the phone for a shor period of time: i.e. restroom or to get coffee. Must click red X and then Clock at top of screen. This will notify a supervisor.
- You can clock in no sooner than ___ minutes before your shift.
- five minutes
- When should you clock out?
- Must clock out for all lunches, breaks and remember this does affect your 2.00 an hour differential if you are late from lunch or breaks.
- What must you do to make changes on a donar record?
- proper capitalization,spacing, name/address over the old for it will appear on their mailings. (only change telephone numbers on Business House File programs.
- What time limit do you give donors in there pledges? Remember never aloud to on 1st request.
- 3 weeks and if they need 4 weeks you can take the pledge but code it as a maybe.
- Call Center Terminology:Performance means?
- Dollars per completed call ($/CC)
- Call Center Terminology: Productivity means?
- Completed calls per hour (CC/HR)
- Call Center Terminology: Completed calls mean?
- When you reach the prospect and reeive a final decision.
- Call Center Terminology: Type time:
- The time between when the donor hangs up and you end the call.
- Call Center Terminology: Talk Time
- Time between Hi and bye or when call appears on your screen and when caller hangs up.
- Call Center Terminology: Response Rate means?
- the percentage of completed calls that generate a pledge
- What are 4 examples of Non-Completed calls?
- Wrong number,Special out,Call back,Priority call back,Answer machine/Voice maile (only leave message on business file,Play tape message,left message,Auto disconnect,Privacy Manager
- What are 4 examples of Completed calls?
- Pledges (cash,check,credit cards, check debit),No,Pledge no amount,May pledge,Recently gave,Lost gift /no credit card,Won't listen to tape, Hang up, Won't take call
- What are 12 Step to log in? Hint: Coe-Cosp-Coel-C3
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1 Control, alt and delete
2 ok,3 enter your id number,4 enter password,5 ok,6 start,7 programs,8 coordinator,9 enter assigned initials,10 login,11choose campaign,12 click green arrow. - How do you go in idle? for restroom or getting coffee etc...?
- Click on X and then the break request and then click on clock. To become available again: click on the globe.
- How do you log out (7 steps)
- 1. Red X, 2. Log out reason, 3. Red X, 4. Code call, 5. Start, 6. Shut down, 7. Ok
- To log out when going on break? What are the 8 steps?
- Red X, Log out reason, Red X,Code call, Start, Programs, Coordinator, Open