RES CALIBRATION 5.16
Authored by John Arnold Granada
Other
Professional Development
Used 2+ times
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9 questions
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1.
MULTIPLE CHOICE QUESTION
10 sec • 4 pts
Agent #1
Looking at the agent's MTD score, what KPI will you prioritize?
SQI
CAPTURE
AHT
RENTAL READY
DISCONNECT
2.
MULTIPLE CHOICE QUESTION
10 sec • 4 pts
Agent #1
Which disposition will you select to filter this agent's calls in order to identify their behavior?
Booked Reservation
CFA Not Available
Rates too high
Customer shopping rates/not ready to book
Non-sales call
3.
MULTIPLE CHOICE QUESTION
10 sec • 4 pts
Agent #1
Given that you have your observations from those filtered call dispositions and have prioritized the KPI, what action plan will you drive?
ETA
DRIVE
4.
MULTIPLE CHOICE QUESTION
10 sec • 4 pts
Agent #2
Looking at the agent's MTD score, what KPI will you prioritize?
SQI
CAPTURE
AHT
RENTAL READY
DISCONNECT
5.
MULTIPLE CHOICE QUESTION
10 sec • 4 pts
Agent #2
Which disposition will you select to filter this agent's calls in order to identify their behavior?
Booked Reservation
CFA Not Available
Rates too high
Customer shopping rates/not ready to book
Non-sales call
6.
MULTIPLE CHOICE QUESTION
10 sec • 4 pts
Agent #2
Given that you have your observations from those filtered call dispositions and have prioritized the KPI, what action plan will you drive?
ETA
DRIVE
7.
MULTIPLE CHOICE QUESTION
10 sec • 4 pts
Agent #3
Looking at the agent's MTD score, what KPI will you prioritize?
SQI
CAPTURE
AHT
RENTAL READY
DISCONNECT
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