The OBC methodology activity

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A road map to a succesfull OBC

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Theo

Rumania

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1	Theo 10 de Octubre de 2025	% 100	01:41
2	Andreea D Gr21 10 de Diciembre de 2025	% 100	01:48
3	Danut M. gr21 9 de Diciembre de 2025	% 100	01:56
4	Emanuel S g21 9 de Diciembre de 2025	% 100	02:04
5	Anca T gr9 25 de Octubre de 2025	% 100	02:19
6	Raluca O gr21 9 de Diciembre de 2025	% 100	02:22
7	Gabriela B gr21 10 de Diciembre de 2025	% 100	02:36
8	Bianca T gr22 11 de Diciembre de 2025	% 100	02:56
9	Octavia R gr4 18 de Octubre de 2025	% 100	03:00
10	Elena M Gr17 28 de Noviembre de 2025	% 100	03:07

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The OBC methodology activity


Froggy Jumps The OBC methodology activityVersión en línea A road map to a succesfull OBC por Theo 1 Which are the standard calling hours? a 8:00 AM – 8:00 PM b 9:00 AM – 6:00 PM c 10:00 AM – 6:00 PM 2 Always call when: a Urgent/active cases need quick resolution b User has "Do Not Contact" flag c Transferring to another team 3 Do NOT call when: a Multiple contacts with no solution b Information is unclear or incomplete c Just checking if issue is resolved 4 In order to prepare an OBC, it is mandatory to: a Review case history & Check user's preferred contact method b Get the approval from your Team Manager c Apply the OBC Macro 5 Select the most appropriate script for OBC: a Hi, My name is "-", please let me know who am I speaking with. b Hello, I see that you have an issue with your reservation "-" and I'm here to help you. c Hi, this is "-" and I'm calling from Airbnb. Am I speaking with "user"? 6 After confirming your name, and that you are speaking with the account holder, which is the next thing that you will have to mention? a "This call is being recorded for training and quality purposes, are you ok with this?" b "This call is being recorded." c Nothing, just go ahead and help the user, as you already have all the needed information. 7 During the call, you have to: 1.Listen actively 2.Stay professional & confident 3.Control conversation flow 4.Show empathy 5.Keep emotions in check 6.Use holds wisely (2-min max) Which statement is true? a 1,3,6 b 1,2,3,4,5 c All of the above 8 When calling a user from Italy: a We don't need to authenticate them, as per a local regulation b We are not disclosing our real name, as per a local regulation c We have to inform that we are calling from Romania, as per a local regulation 9 Wen calling a user from Spain: a Do NOT reveal your real name b Proceed with the usual OBC authentication process c Inform them that we are calling from Romania 10 If a user is recording us: a We go on with the call, as we are already recording as well. b We are informing them that we DO NOT accept, and we will continue to assist via messages/email c End the call immediately without any explanation 11 If the user turns on the speaker: a We are making sure that everyone in the room is informed about the call being recorded b We go on with the call as normal c End the call immediately without any explanation 12 If the user is using an unprofessional vocabulary and/or tone a Give 3 verbal warnings before continuing to assist via email ot messages b End the call immediately, without any explanation c Continue with the call as usual 13 Confirmed account holder: "Please speak to my wife, I have to leave" a We cannot speak with someone who is not the account holder. b We consider it as a mutual agreement and we can continue with the call c We need a written confirmation in order to speak with someone else 14 When the phone is handed to another person by the account holder: a We have to inform that the call is being recorded, and continue the call b We continue the call as nothing happened c We cannot accept to speak to another person 15 Which is the difference between dead air and holding time? a Holding is considered to be dead air, no difference between them b Dead air means complete silence during a call while holding is a legit break to gather the info c Holding means complete silence during a call, while dead air is a legit break to gather the info. 16 When are we allowed to interrupt the user? a Never interrupt the user b When is giving unnecessary information c If we have something very important to say about the discussed topic 17 If a user is requesting a supervisor call: a Inform the supervisor and accept the request b Push back the user as the supervisor will tell exactly the same thing c Call back and pretend to be a supervisor 18 If we have to call the same user multiple times same day: a There is no need to remake the authentication b We just present us, no need to inform again that the call is being recorded. c We follow the OBC Authentication Process every time we call the user

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The OBC methodology activity

Froggy Jumps

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The OBC methodology activityVersión en línea

por Theo

Which are the standard calling hours?

Always call when:

Do NOT call when:

In order to prepare an OBC, it is mandatory to:

Select the most appropriate script for OBC:

After confirming your name, and that you are speaking with the account holder, which is the next thing that you will have to mention?

During the call, you have to: 1.Listen actively 2.Stay professional & confident 3.Control conversation flow 4.Show empathy 5.Keep emotions in check 6.Use holds wisely (2-min max) Which statement is true?

When calling a user from Italy:

Wen calling a user from Spain:

If a user is recording us:

If the user turns on the speaker:

If the user is using an unprofessional vocabulary and/or tone

Confirmed account holder: "Please speak to my wife, I have to leave"

When the phone is handed to another person by the account holder:

Which is the difference between dead air and holding time?

When are we allowed to interrupt the user?

If a user is requesting a supervisor call:

If we have to call the same user multiple times same day: