Teleperformance
TELEPERFORMANCE ASSESSMENT EXAM
QUESTIONS AND ANSWERS UPDATED
(2024/2025) (VERIFIED ANSWERS)
When a member is not found in OMNI you must offer the Service Object ID
Number as it is the only way we will be able to locate the call in the future.
a. True
b. False - ANS ✓A. True
When a member states they have called in before about the same issue
where would you go to see the previous call notes?
a. Call history intent
b. Recent interactions tab of the Member Composite
c. Documents tab in the Member Composite
d. Benefits and Eligibility Intent - ANS ✓B. Recent interactions tab of the
member composite
Which of the following is an appropriate response to an angry caller?
a. The only thing I can do for you today is change your pcp
b. Please call back when you are in a happy mood
c. I can't help you with this
1
Teleperformance Assessment
, Teleperformance
d. Demonstrate empathy, assist the caller to the best of your ability - ANS
✓D. Demonstrate empathy, assist the caller to the best of your ability
In Omni, under what tab will you find address information for a member?
a. Member header
b. Various tabs within the member composite
c. On the wrap-up screen
d. All of the above - ANS ✓A. Member header AND B. Various tabs within the
member composite
Which caller type should be selected in Omni for the following scenario?
Jamie is calling to order a new ID card for his wife, Claire.
a. Authorized caller/poa
b. Member
c. Broker
d. Other - ANS ✓A. Authorized caller/POA
Which of the following scenarios addresses the correct way to handle a
wellness alert?
a. I see that you are due for a well woman's visit.
b. I see that you have a gap in care. - ANS ✓A. I see that you are due for a well
woman's visit.
2
Teleperformance Assessment
TELEPERFORMANCE ASSESSMENT EXAM
QUESTIONS AND ANSWERS UPDATED
(2024/2025) (VERIFIED ANSWERS)
When a member is not found in OMNI you must offer the Service Object ID
Number as it is the only way we will be able to locate the call in the future.
a. True
b. False - ANS ✓A. True
When a member states they have called in before about the same issue
where would you go to see the previous call notes?
a. Call history intent
b. Recent interactions tab of the Member Composite
c. Documents tab in the Member Composite
d. Benefits and Eligibility Intent - ANS ✓B. Recent interactions tab of the
member composite
Which of the following is an appropriate response to an angry caller?
a. The only thing I can do for you today is change your pcp
b. Please call back when you are in a happy mood
c. I can't help you with this
1
Teleperformance Assessment
, Teleperformance
d. Demonstrate empathy, assist the caller to the best of your ability - ANS
✓D. Demonstrate empathy, assist the caller to the best of your ability
In Omni, under what tab will you find address information for a member?
a. Member header
b. Various tabs within the member composite
c. On the wrap-up screen
d. All of the above - ANS ✓A. Member header AND B. Various tabs within the
member composite
Which caller type should be selected in Omni for the following scenario?
Jamie is calling to order a new ID card for his wife, Claire.
a. Authorized caller/poa
b. Member
c. Broker
d. Other - ANS ✓A. Authorized caller/POA
Which of the following scenarios addresses the correct way to handle a
wellness alert?
a. I see that you are due for a well woman's visit.
b. I see that you have a gap in care. - ANS ✓A. I see that you are due for a well
woman's visit.
2
Teleperformance Assessment
