CX Team CSNA Quiz

What is the program EFX FAB 4 aimed at promoting?

• Effortless and personalized experience for customers

• Efficient communication within the team

• Quality assurance for PayPal products

• Employee training and development

How many evaluations are conducted per month as part of the EFX FAB 4 program?

• One per month

• Two per month

• Four per month

• Three per month

What is the procedure if a representative does not agree with the evaluation received?

• They need to ignore the evaluation

• They need to review the evaluation with the supervisor

• They need to request a review from the QA team directly

• They need to submit a new evaluation

What is the purpose of the ZTP Alerts in the CX Team CSNA?

• To manage customer expectations

• To identify potential security breaches

• To track agent performance

• To monitor customer feedback

What is the passing score for the certification process in the CX - LX Processes?

• 60%

• 80%

• 70%

• 90%

What are the four competencies evaluated on EFX?

• Resolve.

  Adapt.

  Communicate.

  Listen.

• Adaptive Listening.

  Active Communication.

  Resolve Completely.

  Transition Seamlessly.

• Effective Communication.

  Active Listening.

  Able to resolve.

  Transition seamlessly.

• Adaptive communication.

  Active Listening.

  Resolve Completely.

  Transition Seamlessly.

What is the main focus of the roleplay done 1 or 2 days before account OCP?

• Review if you're treating the clients well.

• Diagnostic of current performance (knowledge gaps and behaviors).

• Assess if you paid attention to the training.

• Filter who gets to call and who doesn't.