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QA/CSAT

QA/CSAT

Assessment

Presentation

Professional Development

Professional Development

Easy

Created by

Harte Hanks

Used 1+ times

FREE Resource

23 Slides • 10 Questions

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Multiple Choice

All of the following are required in our greeting except.

1

Agent name

2

Request for consumer name

3

Brand

4

Cheerful, energetic tone

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Multiple Choice

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

1

True

2

False

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10

Multiple Choice

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

1

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

2

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

3

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

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Multiple Choice

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

1

Give QA disclaimer

2

Alert a Sup/Lead in Teams

3

Document the reason for disconnect in BUI

4

All of the above

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Multiple Choice

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

1

Yes

2

No

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Multiple Choice

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

1

Solved

2

Waiting-Clorox

3

Unresolved

4

Waiting-Customer

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Multiple Choice

Which of the following is NOT asked during the survey?

1

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

2

What product did you call about today?

3

Did we resolve the reason for your call?

4

Have you contacted us previously for the same reason?

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Multiple Choice

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

1

I'm sorry you had to call

2

Thank you for spending your money with us

3

Thank you for your loyalty!

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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?

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True

2

F

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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.

1

CSAT- Very Satisfied

2

Neutral

3

DSAT- Very Dissatisfied

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