Every week we share a short look at what’s happening inside Momopays. This week was about two things: sharpening the everyday call skills our agents use on every shift, and opening new places where businesses can follow our work.
This week’s team quiz: customer service and call handling
Each week our team plays a Kahoot training game, a short multiple-choice quiz built from our company rules and the skills our agents use on the job. We rotate the topic so it doesn’t repeat from one week to the next. This week’s 20-question quiz focused on customer service and call handling, with a recommended passing score of 80%.
Here’s what it covered:
- Call-center basics. What First Call Resolution (FCR) and Average Handle Time (AHT) mean, and why they matter to the businesses we support.
- No dead air. When a system is slow to load, tell the caller what you’re doing so they aren’t left in silence.
- Getting details right. When a caller reads out an account number, read it back to confirm it before moving on.
- Asking better questions. Open-ended questions, like “Can you describe what happened when you tried to log in?”, get to the real issue faster.
- Following the client’s playbook. Agents use the client’s call script and policies, even when they’d phrase a greeting differently.
- Protecting customer accounts. If a caller can’t pass verification, agents politely decline to share account details and follow the verification steps.
- Handling what you can’t approve. When a caller asks for something an agent isn’t authorized to give, such as a refund, the agent explains what they can do and routes the request according to the client’s policy.
- Warm transfers and clean closings. Brief the receiving agent before a warm transfer, and close with “Is there anything else I can help you with today?”
The quiz also reviewed workplace rules, like keeping contact with client staff strictly professional and what does and doesn’t count as paid work time.
New places to follow Momopays
We opened official Momopays pages on social media this week. Our LinkedIn company page is live and has its first post, and we also set up Momopays pages on Facebook and Instagram. We’ll use them to share our guides, team news and behind-the-scenes updates like this one.
More practical guides on the blog
We’ve started publishing practical guides here twice a week, written for businesses thinking about outsourced support. This week’s guide covered how a small business can start small with an outsourced call center. If you’re earlier in the process, start with our customer service outsourcing guide or our overview of inbound call center services.
What we’re taking forward
The skills in this week’s quiz are small habits: reading a number back, filling a silence, briefing a coworker before a transfer. They’re also the habits customers notice most. Reviewing them every week keeps them sharp, and it’s a big part of how we prepare agents to work from each client’s playbook. You can read more about that process on our how we work page.
Frequently asked questions
What is the Momopays weekly Kahoot?
It’s a short multiple-choice training game our team plays every week. Each quiz is built from our company rules and the skills agents use on the job, and the main topic changes from week to week.
What did this week’s training focus on?
Customer service and call handling: call-center terms like FCR and AHT, avoiding dead air, confirming details, open-ended questions, following the client’s script, verification, warm transfers and closing a call well.
How does Momopays train agents for a new client?
Our agents are trained on the client’s own playbook, using the training materials and tools the client supplies. Staffing, quality assurance and management are included in our Call Center & BPO Operations.
Where can I follow Momopays?
You can follow us on our LinkedIn company page, on Facebook and Instagram, and here on the Momopays blog.
How can my business try Momopays?
Our low-risk pilot gives you 5 dedicated agents for 30 days, for Call Center & BPO Operations. To talk it through, contact us.
Want a team that practices these habits every week? Take a look at our 5-agent, 30-day pilot or get in touch.