HVC Quiz

What are some key qualities needed to become an HVC support agent? Select all that apply.

• Sees beyond the question to offer solutions that are thoughtful and helpful.

• Always aiming to improve and staying updated

• Knows how to strike the right balance between being friendly and professional.

• Finds the best solution quickly and efficiently

Which of the following is the best measure of agent productivity?

• Average Handling Time

• Adherence to Schedule

• Customer Satisfaction Survey Rating

• Number of Contacts Handled Within a Defined Time Period

Which statement do you agree with the most?

• I will mirror the customer’s behavior, even if the customer is frustrated and aggressive.

• I'll adjust my approach as needed to help reach the best possible outcome.

• To be thorough, I’ll provide all the scripts that relate to their concern.

• The customer is always right.

Which of the following agent phrasings sounds better in most cases?

•  I’m sorry, but you need to answer the questionnaire.

• We regret to inform you that completion of the questionnaire is required in order to proceed.

• Please answer the questionnaire.

• Just so you know, completing the questionnaire will help us get started on reactivating your account.

Which of the following statements is TRUE?

• The chat can be a mix of free-form typing and the use of scripts.

• Chat conversations should always be formal in nature.

• • If the customer goes idle after sharing enough details about their query, I can close the chat.

• Using the same script consecutively in a chat is perfectly okay.

The customer is upset and isn't open to the advice being provided. The chat has been ongoing for some time, and you’re feeling tired and a little frustrated. What do you do?

• Apologise and ask if they have further questions.

• Stop responding, let the customer vent out until they give up.

• Regroup and reply in a tone that encourages a more productive conversation.

• Ask permission that you'll go on busy so you can take a break after the long chat.

Restating the customer’s enquiry in Live Chat is important. Which answer below is the best/main reason why this is true?

• To let the customer know they have been heard and understood

• Actually, restating the customer’s enquiry isn’t necessary as it takes too much time

• So I won't be marked down in QA audits.

• None of the choices

A customer has come to your store in person looking to buy a smartphone. How would you handle this?

• I show them the current best deals and explain all the impressive new features they have.

• I show them the smartphones that, in my opinion, will suit them best.

• I ask them a few questions to find out exactly what they need from a smartphone and present the best fit.

• I refer the customer to view our product website for the complete list and features.

Select two key elements that help create a positive chat interaction and customer experience.

• Average Handling Time

• Making the interaction more human

• Chat is acknowledged quickly

• Relying entirely on scripts

Which is the best way to respond if the customer only mentioned: 'Coral coins'

• I’d be more than happy to help sort out your Coral Coins issue!

• Looks like you’ve got a question about Coral Coins. Can you please share a bit more about what’s going on so I can assist you properly?

• I'm sorry to hear that you are having issues with your Coral coins.

• Sounds like you're making the most of our Coral Coins offers.