Contact Number and Call Handling Quiz

What should you always do when asking about contact numbers?

• Ask about the primary and emergency contact numbers together.

• Only ask about the primary contact number.

• Always ask about the primary and emergency contact numbers separately.

• Only ask about the emergency contact number.

How should the primary best contact number be verified?

• By assuming the number is correct.

• By asking the customer directly for their number.

• By checking the number online.

• By asking a colleague.

What should you do if the emergency contact number has already been provided?

• Ignore it.

• Confirm it.

• Change it.

• Delete it.

What is the maximum time you can exceed without checking in during a silent hold?

• 1 minute

• 2 minutes

• 3 minutes

• 4 minutes

What must a customer do during a hard hold?

• Agree to the hold.

• Stay silent.

• Hang up the call.

• Provide a new contact number.

What happens if an agent does not update the contact numbers accordingly?

• No penalty

• 10 points deducted

• 20 points deducted

• 30 points deducted

Who should system issues be reported to first according to the protocol?

• The Floorwalker

• Jen

• The Manager

• The IT Department

What is the penalty for greeting a caller between 5 to 15 seconds after the call starts?

• No penalty

• 3-point deduction

• 5-point deduction

• 10-point deduction

What is considered a Major Infraction regarding greeting requirements?

• Greeting within 3 seconds

• Greeting between 5 to 15 seconds

• Greeting more than 15 seconds into the call without reported system issues

• Greeting exactly at 15 seconds

What is the consequence if there is no movement in After Call Work (ACW) for 30-60 seconds after the call has ended?

• No penalty

• 3-point deduction

• 5-point deduction

• 10-point deduction