Transfers Escape Room

start

Making Transfers Escape Room

We are going to take a closer look at transfers and the transfer process.

In your group, one PRO should be sharing this screen. Everyone in the group should have your Padlet opened and use the All About Transfers document to assist. Transfers are crucial to complete correctly so our customers get the help they need quickly. Please pay special notice to cold vs warm, if you need to send to voicemail, and the need for waiting for hold music.

Introduction

Complete each test to beat the game: there is no other way to escape!

Tests

Final Test

Test 3

Test 2

Test 1

Test 1

External Transfers Like Comenity Bank, Store Departments, etc

Internal TransfersLike Gift Cards, Questions Line, etc

What transfer types will you mark your Kustomer worksheet as done?

1/3

Test 1

Spanish Skill This is a cold transfer

SBP Questions This is a warm transfer

Supervisor This is a warm transfer

2/3

You're doing great. Next question:What skill requires you to wait for hold music before clicking 'Complete Transfer?'

Test 1

Picking/Shipping CX needs an item removed from an order that is being shipped

Supervisor You need approval for a 20% discount

SBQ Questions CX received a damaged item

Gift Cards CX needs re-issuing certificates

3/3

You're almost there.Which of the following transfers DOES need Vyne approval?

Complete each test to beat the game: there is no other way to escape!

Tests

Final Test

Test 3

Test 2

Test 1

Test 2

Fraud 19 Fraud if after hours

Comenity Bank Speed Dialer/Manually Typing the Number

Comenity Bank Skill in Five9

Listen to this clip:Based on what you heard, where would you transfer this call?

1/3

Test 2

Supervisor as a conultation

Customer Relations Line Only if available

PP Reject With Vyne approval

2/3

Now listen to this clip and answer:Where would you transfer this call?

Test 2

Picking and Shipping Send to Voicemail Immediately needs to be checked

Supervisor As a consultation

Big Ticket Do not Use 8 Big Ticket, it won't go through

Help your customer!

3/3

Last clip of the test:Where would you transfer this call?

Complete each test to beat the game: there is no other way to escape!

Tests

Final Test

Test 3

Test 2

Test 1

Test 3

Transfer

Conference

1/3

Take a good look at this image:Where do you click to start the transfer process?

Test 3

Let's go take a look!

8888 + store number + extension

Dial the store number showing in Jacada

2/3

Padlet Deep Dive:According to the Padlet, what is the number sequence for transferring to a Boscov's store?

Test 3

3/3

You are about to get it:Which Five9 screen shows the correct option selected for a Spanish Skill transfer after hours?

Complete each test to beat the game: there is no other way to escape!

Tests

Final Test

Test 3

Test 2

Test 1

Final Test

E. Explain the reason for transfer.

D. Place the CX on hold and click Warm Transfer, MOD.

C. Follow next course of action (may not result in a transfer).

B. Introduce yourself as a WSOL PRO.

A. Reach out in Vyne for approval.

Solution

Solución

continue

1/2

Drag each item to the correct order to follow the transfer process when reaching out to the Supervisor Line.Check the solution before continuing.

Final Test

6. Big Ticket

SOLUTION

5. Fraud After Hours

4. Fraud

Solución

3. Spanish Skill

2. Questions Line

1. Gift Cards

Cold Transfers

Warm Transfers

Drag transfer types to the corresponding column.Check the solution before continuing.

continuE

2/2

Start over?

Congratulations, you have successfully completed the escape room!

Completed

Oh oh!

But don't lose your balance, continue on your way and try again!

That answer is not correct...

back

5 - Follow next course of action.

4 - Explain the reason for transfer.

3 - Introduce yourself as a WSOL PRO.

2 - Place the CX on hold and click Warm Transfer, MOD.

1 - Reach out in Vyne for approval.

Questions Line Spanish Skill Fraud After Hours

Cold Transfers

Gift Cards Fraud Big Ticket

Warm Transfers