🧭 FAQ 🧭

The following questions and answers will help you on the calls, although many of the questions have been addressed in training this list will provide reminders and new scenarios for you to be prepared. Please review them constantly when not on calls to sound confident. Extra tip: If you are in a rush, press ctrl+F to find what you are looking for faster. 

What should I do if Citrix's connection keeps dropping?
Restart your modem and computer

On each call, I hear music start playing after the person speaks for the introduction. Please advise how to proceed.

If your bar is yellow and you hear music, that is normal, you are waiting on a call. Once you hear a beep and the bar turns green, that means you are actively in a call and should be speaking within 2 seconds. If it turns orange, it means that the call has disconnected, and you need to disposition the call. If you are unable to disposition the call and you find yourself stuck, please go to the chat and type FO with your 3-DIGIT ID number behind it so your Team lead knows who to log out. Once a check mark has been placed in your message, that means that you have been logged out and need to log back in. 

I hear elevator music, and my noble is orange. Is this normal?  
If your noble is orange, that means you are in ACW, you will need to be forced out. 

Do I hit terminate if the respondent just hangs up in order to disposition the call?
Yes, the terminate button will take you to your dispositions

What is the process for Spanish-speaking respondents?
We set a call back and change the language preference to Spanish for call backs, all other languages will be deaf/ language barrier. 

Can I set a call back?
We only set a call back if you can get a Specific Time and Date. Then you can set a callback.

What is the correct disposition when someone said they are not interested because its a voluntary survey?
REFUSAL- Non-Respondent/Respondent does not wish to participate in survey. Note why the Respondent has refused.

The respondent said that they were on a DNC list and hung up before I was able to verify who they were. Is this not interested or not available?
Not available.

Person is not in but has changed their number, how do we proceed?
WRONG NUMBER- Person answering states you have called the wrong number. If the Respondent is overseas, incarcerated (in prison) or away at college
We cant change the number.

What disposition should I use if Spanish Speaking and could not provide a callback date and time?
DEAF/LANGUAGE BARRIER

Respondent says he no longer has the healthcare plan and does not want to do any survey what do I disposition as?
Refusal, and make sure to note as well. 

Respondent answered but is speaking with someone else and will not answer my questions. How do I proceed? 

You may end the call, just make sure to select Refusal and note "disconnecting due to no response"

If a person refuses to be recorded, what should the correct disposition be? 

Refusal, and note why they refused. Name of customer, initials, and the date.

If someone says callback anytime after 5. Can I just schedule a callback at 5?

Select not available. They didn't provide specifics. Call back asks for the time and date of the scheduled call back.

Can I speak with a relay service?

No. If it's a translator, the correct disposition will be deaf / language barrier.

What disposition do I use for someone who says, "I don't have a 'healthcare plan' and hangs up?
Not available.

 Every time a call comes in, my ICATI agent login pops up. Why is this happening?

That means you didn't hit GRID and log into iCATI, you just hitted "resume".

When respondents say they do not know and can’t answer the question, what do we select?
Not ascertained.

What is the correct disposition if the respondent says, "I will do the online survey" and then hangs up?
Not available.

Every time I dispo a call, a small screen pops up, covering the dispo screen until I select "close"....is that supposed to happen?
Yes that pop up will come choose close and then Choose a disposition under new disposition and click finish

I accidently exit the dispo screen? What do I need to do?
Select relaunch survey

I can't hear the music anymore, is that normal?
It's OK if you hear no music sometimes, that happens. Just wait, a call will come in.  

If the respondent says, "I am not interested" should the disposition be NOT INTERESTED OR NOT AVAILABLE?
Not Available, unless you have used a rebuttal and they still stated they are not interested.

How do you disposition a call when the respondent says they no longer have custody of the child? Would that be Wrong Number?
Yes, the correct disposition will be wrong number.

What is the process if the respondant asks me to hold? 
You can hold for up to 2 minutes. After 2 minutes please say hello 2 times to see if they are back. If not say, you are disconnecting the call and disposition the call.  

How do I disposition a call when the respondent says they hate the health plan and hang up?
Not Available

Can we only remove from the DNC list if respondent requests to be removed from list or can someone else request as well?
The respondent is the only one who can request to be removed from the DNC list. 

What is the process if the respondent asks if we can resend it in the mail? What would be the disposition for that scenario be?
You would use the can you mail me this rebuttal and attempt to get the survey completed over the phone. If you are unable to use a rebuttal please disposition as not available. If you were able to use a rebuttal and They still insisted on the mail in version use Already mailed 

Can we get a new number down for a respondent his dad answered and is giving me a new number?
We can only take a new number from the respondent directly, ask if the respondent is reachable at that number, if yes schedule callback.

What is the correct disposition to use when the respondent is no longer insured?
Not Qualified

What is the correct disposition if the respondent hung up in the middle of my rebuttal?
Not Available