Leads2Starts Call Center Quiz

Call Center Quiz

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1. The proper response to an OutReach lead call is "Thanks for calling, what made you decide to call us today?"

True
False

2. The ASRs do not try to sell the lead or influence the outcome.

True
False

3. In the ReConnect calling campaign, the list is purchased from a vendor.

True
False

4. An important approach with ReConnect is to seek to understand what has changed since the time the prospect originally decided not to attend.

True
False

5. FirstConnect transfers are not counted as leads, as they have already been recently counted and sourced.

True
False

6. It is important for the receptionist to capture all the lead information when TASC contacts them with a lead from OutReach, ReConnect or FirstConnect.

True, because we need to make sure we have all the lead's information
False, because the ASR will have all that information

7. If an ASR is working an old lead, it is associated with the following campaign:

OutReach
ReConnect
FirstConnect

8. ________ is a support service for lead sources like the Internet, direct mail and inserts, to assist the admissions department in reaching prospects quickly and at non-traditional follow-up times.

OutReach
ReConnect
FirstConnect

9. How many times do the ASRs confirm the prospect's interest?

None, they just connect them
Once, that should be enough
Twice, to make certain the prospect is not being coerced

10. What happens if the rep feels like the transferred lead was not an interested candidate?

Forget about it, the lead was bad
Call to complain about the lead quality and transfer process
Notify the admissions support representative, so he/she can listen to the recording and send you the link in order to determine the disposition