L2 Engagement- Agent Knowledge

L2 Engagement- Agent Knowledge

Professional Development

7 Qs

quiz-placeholder

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L2 Engagement- Agent Knowledge

L2 Engagement- Agent Knowledge

Assessment

Quiz

Professional Development

Professional Development

Hard

Created by

Felicity Hibbler

Used 1+ times

FREE Resource

7 questions

Show all answers

1.

MULTIPLE SELECT QUESTION

30 sec • 2 pts

Which of these are consider an auto fail for quality during a call?

Not mentioning survey

Not asking customer if they are in a safe space to troubleshooting

Not introducing yourself or purpose of calling

Not mentioning recorded line

2.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

When coming in for the day, what is the first thing we should be checking?

cases without tasks

overdue tasks

tasks for today

Updated by L3

3.

REORDER QUESTION

45 sec • 5 pts

Rearrange guiding principles in order

Communication

Results

Integrity

Diviersity

Relationships

4.

CLASSIFICATION QUESTION

1 min • 2 pts

Match the following

Groups:

(a) DO'S

,

(b) Don'ts

Confirm if they are original owner

Review GCSI for confirmation of RO usage

Confirm if they are on a paid or free trial

Send trial extension to TRT to "see what we can do"

Provide trial extension/ credit while issue is still persist

Send trial extension on a paid service

5.

MULTIPLE SELECT QUESTION

20 sec • 2 pts

What features can a customer perform on their smart watch?

Drive alerts

Check fuel level

Start vehicle

Send & Go

6.

MULTIPLE SELECT QUESTION

30 sec • 3 pts

What are our key performance measurements?

Attendance

Keeping commitments

Task completion rate

Setting expectations for customer

Cases closed per productive hour

7.

FILL IN THE BLANK QUESTION

30 sec • 10 pts

*BONUS QUESTION*- How long has the FL location been open?