Quiz 1: Walmart Foundations

Which System is responsible for taking Contacts

• VCC - MAX

• CCA2

• KB

• IEX

Answer explanation

VCC - MAX: Virtual Contact Center

It's the tool we use to take contacts, whether calls or chats.

We use the C45 link and press on applications at the top right, then we press on MAX.

The tool in which we check our schedule through the week and break timing.

• VCC

• Pulse

• IEX

• Workday

Answer explanation

IEX is the tool we use to view our schedule per day/week.

Each time stamp we update as shown on IEX on VCC - MAX called Auxiliary code or just Aux.

The system where we can take actions on the customer's order

• VCC-MAX

• CCA2

• KB

• IEX

Answer explanation

CCA2: Customer Care Agent

The system which the customer's account pops in, and their purchase history is visible to us so we can take action and help the customers with their queries.

The tool where we review articles about all cases we face and our system.

Answer explanation

KB: Knowledge Base

What's the CSAT% of Gabriel shown on Stella if the total of surveys he got in a week is 25 surveys with 6 DSATs?

• 67%

• 87.5%

• 76%

• 82%

Answer explanation

CSAT%: Customer Satisfaction%

It's the number of Positive surveys (CSATs) divided by the Total number of surveys.

25 - 6 = 19 CSATs

(19/25)*100= 76%

What's the target that measures your efficiency in solving a query when it comes to the time taken with each contact?

• AHT

• CSAT%

• RCR

• CSA

Answer explanation

AHT: Average Handling Time

It's the metric that measures an agent's efficiency when it comes to solving customers' problems within a specific time.

Our target is 530 seconds.

RCR is the target that ensures we have solved all the customer's concerns and questions, and set their expectations. They shouldn't call again regarding the same order within?

• 6 Days

• 3 Days

• 10 Days

• 7 Days

CSA is our rate of adjustments and compensations we give out per contact. Our Target is .....

• $1.5

• $0.8

• $1.9

• $3.5

Who is the current President and CEO of Walmart Inc.?

• Sam Walton

• Doug McMillon

• John Furner

• Mike Duke

Answer explanation

Doug McMillon is the current president and CEO of Walmart Inc.

He has held the position since 2014.

Who is the founder of Walmart?

• Sam Walton

• Doug McMillon

• John Furner

• Mike Duke

Answer explanation

Sam Walton is the founder of Walmart.

The first Walmart store opened on Jul 2nd, 1962, in Rogers, AR.