QA/CSAT

Multiple Choice

All of the following are required in our greeting except.

• Agent name

• Request for consumer name

• Brand

• Cheerful, energetic tone

Multiple Choice

T/F you should always document all information discussed during a call.

• True

• False

Multiple Choice

Which of the following is NOT a good offer of additional assistance?

• "If there isn't anything else I can assist you with, thank you for calling..."

• "Is there anything else I can help you with today?"

• "Is there anything else I can do for you?"

Multiple Choice

What is required if you have to disconnect a call with an abusive consumer?

• Give QA disclaimer

• Alert a Sup/Lead in Teams

• Document the reason for disconnect in BUI

• All of the above

Multiple Choice

Does BUI Phone Monitor need to be registered and working in order for the CSAT survey data to align?

• Yes

• No

Multiple Choice

When working an email, what status should you choose if the issue is not yet resolved?

• Solved

• Waiting-Clorox

• Unresolved

• Waiting-Customer

Multiple Choice

Which of the following is NOT asked during the survey?

• How satisfied are you with the agent who helped you today?

• What product did you call about today?

• Did we resolve the reason for your call?

• Have you contacted us previously for the same reason?

Multiple Choice

If a consumer states that they have been using our products for years, what is one way to personalize the interaction?

• I'm sorry you had to call

• Thank you for spending your money with us

• Thank you for your loyalty!

Multiple Choice

T/F If the consumer's tone indicates they are frustrated, it ok to supersede normal policy (gathering product details, UPC etc.) to ensure brand loyalty?

• True

• F

Multiple Choice

Based on the feedback provided below, what do you feel was the most likely survey result: Canned response. Did not answer my question about the issue I brought to their attention.

• CSAT- Very Satisfied

• Neutral

• DSAT- Very Dissatisfied