🚦Compliance 🚦

Read the script verbatim; you cannot change, add, or skip any parts.
The surveys were written to align with the client's compliance requirements and expectations.
 

Must say the call is being recorded on all of your calls.

We are not CMS, never communicate we are!!!

You must not move forward to the next question unless a clear answer is obtained verbatim.
 

Accept clear answers only, clarify if needed. Answers like "I think so", "Maybe", "I Guess" are not acceptable responses.

When clarifying, you must use a minimum of 2 choice options, in order not to appear to lead the respondent's answer.

Good Example:
Agent: "In the last 12 months, have you had a doctor’s visit, either in person, virtually, or by phone?"  
Respondent: "I think I have."
Agent: "Would you like me to mark a Yes or a No for this question?"
Respondent: "Go ahead and mark Yes."

Bad Example:
Agent: "In the last 12 months, have you had a doctor’s visit, either in person, virtually, or by phone?"
Respondent: "I think I have."
Agent: "So, yes, you did."
Respondent: "Yes, I believe I did."

Filler words, mispronunciation, and not emphasizing must be kept to a maximum of 7 per call.
Failure to do so will result in a failure on your QA Audit.
This will also happen if you change or omit words from the script, whether in the questions or the answer choices. 
 

You must follow the break and lunchtime provided by the Team Leader; please write it down. If your schedule doesn't work for you, please reach out to your Team Leader.

Upbeat and energetic is how you are required to sound, every call - every day, smiling at the onset!!
 

Every call is an opportunity to shine!
Bring an upbeat and energetic tone, and let your smile set the stage from the very beginning, every single day!