Call Opening and authentication

Question 1

IVR

Answer 1

Interactive Voice Response- Phone system which walks users through a process using menus and routes calls to the correct queue

Question 2

VRU

Answer 2

Voice Response Unit. Precursor to IVR

Question 3

NPS

Answer 3

Net Promoter Score

Question 4

tNPS

Answer 4

Touchpoint NPS- A score following a specific interaction

Question 5

Case

Answer 5

A record automatically created by Salesforce for every call. It holds participant info and phone history. Can be used to track follow-up.

Question 6

Tenfold

Answer 6

The new softphone within Salesforce that is used to route calls to you, creates a new phone Case, lets you put the call on hold or transfer and change availability status.

Question 7

Service Console CC

Answer 7

The Salesforce multi-window interface for handling Customer Service calls

Question 8

Account record

Answer 8

Holds some of the participant’s information including: Name, SSN, Contract Number, Plan Name, and Plan Type. (The participant )

Question 9

Financial account

Answer 9

A record, holding the details of a specific account such as a retirement plan. Includes plan name, plan type contract ID and more. (Specific product ie 401(k) or 403(b))

Question 10

DDOL

Answer 10

Diversified Direct Online (Participant website)

Question 11

Case notes

Answer 11

Notes pertaining to plan are KING

Question 12

In case notes you always look at these sections:

Answer 12

0 Special alerts, 1 Account maintenance, 7 Call center (the reason the participant is calling)