First Call Assessment

Welcome to the Halo First Call Process assessment. You will be given 25 questions to answer which are a mixture of multiple choice, single choice, scenarios, true or false and open questions. 

The aim of this assessment is to ensure that you have understood the Halo Process for the First Call department. To pass this assessment you will need to gain a 100% pass rate, however, you will be able to retake the assessment up to three times.

You have 20 minutes once you have started to the Assessment to complete it. 

Thank you, 

Halo Training & Development Team 

Setting Up the Call

Why do you need to check the circumstances of the accident? (Select 2 answers)

  • To see if it was a high speed accident.
  • To see if the accident involved other vehicles.
  • Because it could affect the claim.
  • For compensation purposes.

If it is a high speed accident, what does this tell us about the damage?

Be as thorough as you can be when answering this question!

What questions need to be asked if the vehicle is sign written? (Select 2 answers)

  • Does the Customer want us to re-apply the sign writing or will they arrange to do it?
  • Does the Customer want a different design?
  • Is the Customer VAT registered?
  • What company originally applied the sign writing?

Why do we check the excess amount and what do we have to make the Customer aware of? (Select 3 answers)

  • To make the Customer aware of the amount which needs to be paid.
  • To make the Customer aware that we only take Credit or Debit card.
  • We do take cash in certain circumstances.
  • The excess needs to be paid when the vehicle is collected.
  • The excess needs to be paid when the delivery arrangements are made.
  • The excess can be paid when the Customer gets paid at the end of the month.

What do you think the difference in attitude could be between a customer who has a £100 excess and a £700 excess?

Be as thorough as you can be when answering this question!

If the damage is heavy, what do we need to consider before we call? (Select 3 answers)

  • If the vehicle may be a Total Loss.
  • If the vehicle may be Non Driveable.
  • If the site can repair it or will it need to go to HQ.
  • If Halo can repair it at all, or will it need to go to another body shop.

Why would the Car be transferred to another site if the damage was heavy?

Be as thorough as you can be when answering this question!

What information is important if the Customer is VAT registered? (Select 4 answers)

  • Payee name.
  • Payee telephone number.
  • Payee address details.
  • VAT Registration number
  • Business name.

Why is it important we check if the Customer is VAT registered?

Be as thorough as you can be when answering this question!

Making the Call

How many contact numbers are you asked to get from the Customer?

  • 2
  • 3
  • 1
  • As many as possible.

Why is it better to have more than 1 telephone number?

Why do you take an email address from the Customer?

  • To send them information about their booking and repair
  • To add them to a mailing list

Why do we ask the Customer to send images of the damage?

  • To check the colour of the vehicle
  • To check the size of the vehicle
  • To assist in pre-ordering parts.
  • To be able to compliment the Customer on how lovely their car is.

True or False.

  • Only 2 Automatic rental bookings can be made per day for HQ. All other sites 1 Automatic rental booking can be booked per day.
  • Only 1 Automatic rental bookings can be made per day for HQ. All other sites 1 Automatic rental booking can be booked every other day.

Customer Frequently Asked Questions.

Each Customer will ask you a question, select the answer from the 2 choices below.  There are six questions to answer, each correct answer is worth 100 points. 600 points are required to pass this section. 

Who do you call if you think the vehicle could be a Total Loss?

  • Harry
  • Rick
  • Nick
  • Total Loss department
  • Estimating department
  • Bradley

Time Frames.

  • In what time frame will the Customer be contacted to book an Inspection?
    24 Hours
  • In what time frame will the Customer be contacted to arrange a Recovery?
    1 Hour
  • In what time frame will the Customer be contacted to arrange collection of a Non-Driver?
    2 Hours

If the claim is for a lock set, what information do you need to ask the Customer to provide?

  • V5
  • Driving Licence
  • MOT Certificate
  • Insurance Certificate
  • Utility Bill
  • Proof of ownership

If the claim is for a lock set, what detail about the cost must the Customer be made aware of?

Post Call Process

Drive - In Customer

For drive in Customer's the time should be entered as 

Why is a drive-in booking preferable when making a booking?

The customer requires an Automatic rental car, what is put in the due on site time box on BMS?

  • 2000
  • 10:11, 12:13 or 13:14
  • 0700
  • 10:10, 12:12 or 13:13.

Why could a Customer only be able to drive an Automatic vehicle?

Summary

Explain why the First Call role is vital in ensuring a speedy repair and why the information you take from the customer is relied upon by the Logistics and Production teams?

How will you answer your next call?