4.29 team meeting

At what point during every call are you REQUIRED to have an LCU open in AAT?

• 30 Minutes

• 17.5428374673476435228657 Minutes

• 20 minutes

• 15 Minutes

What types of UCMs are you required to ping Cat as soon as they are submitted? (Select Two)

• Over the Limit Credit requests

• Mailout Requests

• ETDs

• Supervisor Callback

Tammy Sue calls in saying that her internet is down. You have verified the account and provided an ARM statement. What should you do next?

• Reset the modem in Scope

• Check modem health in Scope

• Check balancing

• Open and follow IRIS

In what two sections of Agent OS-Gateway can you send relevant EHHs?

• The name is "ehh' for a reason, as in "ehh, those don't need to be sent out"

• Knowledge section, IRIS

• Device management, IRIS

• Knowledge sections, Device Management

When do you close an LCU in AAT?

• Never! They will take that LCU over my cold dead body!

• Once a lead pulls your request and you provide a template

• Once the lead has provided an answer to your question

• At the end of the call

If Nabour's is pinging you and requesting that you enter an LCU, what is happening?

• You did not follow the long call avoidance process

• The lead team has nothing better to do that to wait for me to get to 20 minutes so they can yell at me

• My supervisor had nothing to do with updating the long call process and does not care about my handle time

• Leadership is just nagging me again, doing what they do...

At what point during a call should you start preparing the LCU template

• 5 minutes

• 20 minutes

• 15 minutes

• 30 minutes

4. Per HOW5522: Handling Customer Escalations, what is the appropriate first step if a customer asks to escalate to a supervisor?

• Tell the customer that we do not negotiate with terrorists and disconnect the call.

• Immediately cold transfer the call to the MOD line

• Tell the customer that a Supervisor or Manager is not available or will not be able to help.

• attempt to solve the customer’s issue

What are the performance metrics?

• You can't measure success.

• IRIS, adherence, call tracker and outbound%

• AHT, IRIS, TRP & VOC

• AHT, FCR, transfer rate, TRP & VOC

How often should you be sending a BIC call to Cat

• Every day

• I prefer for her to listen to every single one of my calls looking for one and just hope she does not find the one that I did that one thing that I was not suppose to do.

• Every month

• Every week