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Video Inbound Review Flashcards | StudBud
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Video Inbound Review
Video Inbound Review
25 terms
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StudBud Administration
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Flashcards
25 cards
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Practice quiz
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Questions
25
Answers
1
What information does Tech Ops need when someone is requesting video footage
Account number
Previous alarm history
Full name of the subscriber
Which camera and at what time
2
What is a Vanity Inbound?
Call that comes from a dealer specific number, answer with the dealer name
Call that comes in indicating dispatch needs a responder
Call that comes in on our 713-574-1745, answer with "monitoring center"
Overflow calls from the main office or when the main office is closed
3
How can you build rapport on calls?
Say please, thank you, and your welcome
Use the callers name
Show interest in their needs
Empathize with their situation
4
What is the first A in Nancy's ASAP technique?
Acknowledge their concern
Act quickly
Accept Responsibility
Apologize
5
What information should you repeat back to confirm you have the right account?
Just the site name
Site name and zip code
Account number
Site name and address
6
What is the maximum amount of time we can place a temporary note?
30 days
60 days
1 week
2 months
7
What parts of the address should you use when looking up an account?
The full address
First numbers of the address and the zip code
Numerics and the state
Get their account number instead
8
After introducing yourself, the caller immediately requests a supervisor, what do you do?
Hang up
Reassure them that you WILL get them with a supervisor
Gather information
Demonstrate empathy and acknowledge their concern
9
What information do you think a technician might want do know after testing a system?
If cameras are working properly
Previous signals
If anyone is on site
Subscriber's password
10
If dispatch calls in with more information, which AP will we generate?
0325 - Jailbreak
Disp Update - Dispatch update inbound call
4115 - Call From Contact
MSG - Message Center Manual Event
11
When a someone calls in requesting video footage, we will send an email to Tech Ops
False
True
12
What things should you listen for in the first few seconds of a call?
Who they are with
Name
Reason for calling
Account number
13
When a 3rd party monitoring center calls in to notify of a burglar or panic alarm, we should tell them to dispatch.
False
True
14
We must check if there are any yellow passwords on EVERY inbound call
True
False
15
Why is it important to double verify that you have the correct account
BEFORE
accessing it?
Just the site name
We don't need to double verify
So the customer doesn't get mad
So you follow the correct procedures on the correct account
16
What should you document in your FC step?
What you saw on the cameras
Just the caller's name
We don't need to document the dealer can listen to our call
Name of the caller, and how you helped
17
What if the cameras are not connecting properly?
Ask someone sitting next to you for assistance
Post in Chat Video
Email Tech Ops
Panic
18
What might happen if you fail to document when your AP tells you to?
The world explodes
The dealer gets a blank email
The subscriber gets an email
Your AP will break
19
How do you document on an account when another operator is locked to it?
Manual Event 4115
Send Message/Handoff Button
Operator action 4115
Operator Action 4000
20
What should you AVOID when you can't find an account
Going outside of your action plan
Try using other information like phone number or site name
Tell the subscriber you can't find the account
Promise that you will locate it soon
21
When a 3rd party calls in, what is our password?
Any yellow code
ACESS
We don't need a password
ACCESS
22
What is a Basic Inbound?
Call that comes in indicating dispatch needs a responder
Call that comes in on our 713-574-1745, answer with "monitoring center"
Call that comes from a dealer specific number, answer with the dealer name
Overflow calls from the main office or when the main office is closed
23
How many times should you try to locate an account before moving on with your AP?
5 times
3 times
5,016,237 times
Once
24
What are the two best pieces of information to use when looking up an account?
Address and phone number
Phone number and name
Account number and phone number
Account number and address
25
What can you say to avoid making promises?
Lets see what options we have
I can't do that for you
That's a good question, let me look into that for you
I don't know if we do that
