QA Talk

What is the allowable time and agent can deliver the Greeting Spiel for voice and chat?

• voice = 10 seconds

  chat = 1 minute

• voice = 5 seconds

  chat = 5 minute

• voice = 5 seconds

  chat = 2 minute

• voice = 10 seconds

  chat = 2minute

Choose the correct answer on showing Empathy:

• Empathize once in the beginning when the customer showed frustration.

• It is okay to be over empathetic if the customer is very very irate.

• Show empathy whenever appropriate throughout the call

• Empathy is assuring the customer that we will resolve their concern

If the email is not visible in Xspace or C360, what should you do?

• Ask the customer's active email during the interaction.

• It is not required. Proceed to resolve the case.

• Ask first if the customer want's to receive an email summary.

• It depends if the customer is irate or not.

Choose the correct answer about proper hold procedure:

• It is okay to place the customer on hold while agent is finishing another case.

• It is okay to place the customer on hold for 3 minutes if the issue is complex.

• It is okay to place the call on hold for 5 minutes as long as the customer agreed.

• Provide the reason why we need to place the customer on hold for 2 minutes.

How should we address the customer during the interaction?

• We can address them by "Sir/Maam"

• It's okay not to mention their name as long we resolve issue.

• Address the customer by their first name.

• Address the customer by their full name.

How should we offer the survey spiel to the customer?

• I hope you don't take it against me when you answer the survey.

• You're positive feedback is very much appreciated.

• I will send the survey now and please answer it while on the call/chat.

• Please share your feedback based on how I assisted you today.

When is it okay to create a case beyond 5 minutes?

• If the customer has a tendency to recontact right away.

• If there is a technical issue encountered and is reported.

• It is okay as long as it is during casing time.

• When it is queuing.

What is the level of service for this scenario:

Agent provided the correct resolution and expectation.

Agent empathized with the customer's situation.

Agent provided the self help links.

• BASIC

• CRIMINAL

• EXPECTED

• SURPISING

What is the level of service for this scenario:

Agent interrupts and was rude to the customer.

Agent failed to acknowledge the customer's situation.

Agent provided the correct solution and expectation based on SOP.

• BASIC

• MARVELOUS

• EXPECTED

• CRIMINAL

• DESIRED

What is the correct way to document interaction notes in Xspace?

• Follow SAR. Provide complete details.

  Include in the case comments.

• Follow SAR. Provide complete details.

  Include in the description.

• Follow SAR. Provide complete details.

  Include in OBE.

• Follow SAR.

  Provide complete details.

  Include in Notepad.