Cx - Advocate Success

Question 1

What are the three main categories of phone calls for Advocates?

Answer 1

Inbound - The customer calls our 800 number and waits in the queue to speak with an Advocate.

Outbound - We dial outbound to the customer based on the information we have on file.

Callback - Primarily, the customer called our 800 number and decided to save their spot in line by requesting a callback.

Question 2

What is our hold limit?

Answer 2

3 minutes or less

Question 3

Is there a difference between Conferencing and zTransfers?

Answer 3

Conferencing is initiated when reaching out to a third individual or company outside of Carvana (such as an Authorized User or bank). Whereas, Internal conferences are known as , zTransfers.

Question 4

Which type of calls require us to state that the call is being recorded?

Answer 4

Outbound calls and callbacks.

Question 5

For all inbound calls and callbacks, you must do what before proceeding with the call?

Answer 5

Ask TWO security questions to verify you are speaking to the account holder (or Authorized User).

Question 6

If the customer or AU answers one of the two security questions incorrectly, what would be the next steps?

Answer 6

You can ask them to verify a third piece of information.

Question 7

If the customer or AU answers two security questions incorrectly, what would be the next steps?

Answer 7

Politely let them know you are unable to verify the account and cannot disclose any information at this time.

Also notate the account that the customer was unable to answer the security questions correctly.

(If you see items in the account that indicate possible fraudulent activity, such as clearly altered documents, please flag the account as potential fraud so it can be thoroughly reviewed by the Fraud Team. You will need to flag the customer in Salesforce.)

Question 8

Where are the two places that an AU would be notated?

Answer 8

Carma and Salesforce.

Question 9

Which Principle matches the Empathize and De-Escalate step in the call flow guide?

Answer 9

Empathy

Question 10

Empathize and De-Escalate

Answer 10

Empathy

Question 11

Which Principle matches the Process and Options step in the call flow guide?

Answer 11

Clarity

Question 12

Which Principle matches the Ownership and Resources step in the call flow guide?

Answer 12

Commitment

Question 13

Which Principle matches the Recap step in the call flow guide?

Answer 13

Anticipate

Question 14

A warm transfer means we stay on the line with the customer and introduce them to the Advocate taking over the call. TRUE or FALSE: We always warm transfer?

Answer 14

False. We always warm transfer our customers, UNLESS the wait time is LONGER than 5 minutes.

Question 15

What are the 5 steps to correctly zTransfer?

Answer 15

1. Place the Customer on Hold
2. Click Transfer/Conf to search for the Advocate
3. Prepare the Advocate
4. Conference then Transfer
5. Disposition the Call

Question 16

What must ALWAYS be provided during a zTransfer?

Answer 16

Always provide the PID, Purchase ID.

Question 17

When is the Promise Keeper tool utilized? And how is it accessed?

Answer 17

The Promise Keeper tool is used by an advocate when they promise to call a customer back. It can be found in MAX Agent to follow up with the customer.

Question 18

How to use Promise Keeper

Answer 18

Use the Promise Keeper Callback tag in the Carma Activity Summary to notate that you are scheduling this callback task.

In your MAX Agent phone, click the “Schedule” icon on the bottom. Ensure that you have allowed pop-ups by clicking the lock icon on the left-hand side of your URL bar. (Click “Site Settings” if you do not see the pop-ups and redirects option listed here.)

Click the “+” to start scheduling your callback.

Fill out your commitment details with the customer’s first and last name, and make sure you confirm their preferred phone number.

Make sure you are assigning it to yourself! Never assign the callback to a skill because the customer will not receive a callback, resulting in a broken promise!

Once you have completed all the fields and picked the correct callback time, click Save at the bottom.

You will know you have successfully scheduled the callback because you can see all your scheduled callbacks in the “Schedule” tab.

When it is time to make your callback, you will be prompted to call your customer. Click Call to dial out.

Rescheduling will prompt you to pick a new date and time to call the customer. It will automatically reschedule after 2 minutes.

If you are on a call at the scheduled callback time, the callback task will appear once you have completed the call you are on.

Question 19

When would be an inappropriate time to use Promise Keeper?

Answer 19

DO NOT use this tool for escalated or WMU customers, or when a Team Lead needs to call a customer back.

Question 20

What does WISH stand for? And what is it used for?

Answer 20

Work Item Scheduler Handler. It is a new callback dialer available to Post Sale customers and gives customers the opportunity to schedule a callback that aligns with their schedule and our Advocates’ availability.

Question 21

How to use WISH

Answer 21

Customers must be logged in to their Carvana.com account to see this option listed under Support & Contact.

They can choose from available dates/times up to 5 days in advance.

Customers can only schedule one callback at a time.