NXR Final Exam

When a client that is O/C (On Call) is calling in to check on holding messages, where do we go to retrieve those messages?

• Start Interaction

• Report a Problem

• Interaction List

Can you accept a collect call?

• No, we are not allowed to accept collect calls ever

• Check with your supervisor and they will know if you can accept them

• Yes, if the account has notes advising that you can

Check into Account 2067521396 - Reliable Air. > Click Start Interaction. What is the fee if a caller decides to get the repair done with the technician? Disposition the message ticket as training once you are finished answering the question.

• $89.95

• $85.95

• The fee is waived with the repair

Check in to Account 7692274287 > Click Start Interaction Caller is looking for water extraction services, you will: Disposition msg as "Training" once done

• Collect their information and attempt to connect them to the O/C.

• Advise that unfortunately we do not handle water extractions.

• Take a message for a call back.

When your caller is on hold, you should go back and thank the caller for holding after how many minutes?

• 5 minutes

• 2 minutes

• 10 minutes

When a call comes in and you do not hear any answer from the caller, what would you Disposition and notate the call as?

• No Message

• Hang Up

• Training

Check in to Account 7692274240 > Click Start Interaction. Will you be able to take a message if the caller is from Monte Nido / Daily Management? Disposition the call as training once you are done with this question.

• Yes

• No

Check in to Account 9496662841 > Click Start Interaction Caller is looking for an attorney that handles child custody cases, you will: Disposition msg as "Training" once done.

• Offer to take a message, office staff might be able to refer to proper attorney if they don’t handle those type of cases.

• Let caller know the office is ONLY able to handle Criminal, Traffic, and Personal Injury Cases.

• Let caller know to go on company website to see if they can be helped.

Where can you find the steps to log into Cato VPN?

• Ask a supervisor for help

• KnowledgeOwl (How To section)

• Google

When the caller asks for the office address, where would you locate this information?

• KnowledgeOwl

• Persistent Panel

• We do not have this information to provide to the caller