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General QA Rubric Quiz

Total questions: 24

Worksheet time: 12mins

Name
Class
Date
1.
What is the correct amount of allotted time to greet a customer?
a)
2 Seconds
b)
3 Seconds 
c)
4 Seconds
d)
5 Seconds
2.

Agents MUST offer refund or compensation during a call.

a)

True

b)

False

3.

When is the appropriate time to offer a time interval for contact or compensation?

a)

After collecting ALL caller contact information

b)

When prompted by Falcon

c)

After completing full details

d)

After confirming full amount of expected compensation

4.
Which of these is a correct source of information for guidance or referral during a call?
a)
Google.com
b)
Falcon Guidance
c)
FAQ's
d)
All 3 when appropriate
5.
Which of these describe a professional manner?
a)
Good diction
b)
Standard English
c)
Volume
d)
All of the above
6.
Which of these components must be included in every new report?
a)
Correct time
b)
Correct Date
c)
Full Details
d)
All of the above
7.
What two parts of a report must match?
a)
Time and Date
b)
Details and Categories
c)
City and State
d)
All of the above
8.
______________ skills and good listening skills work together during call flow
a)
Typing
b)
Product knowledge
c)
Client knowledge
d)
Probing
9.
You must explain your reason for putting a guest on hold eveytime.
a)
True
b)
False
10.
The agent delivery must be...
a)
Warm & friendly
b)
Apathetic and assertive
c)
Passive-aggressive & concerned
d)
Pass-aggressive and clear
11.
A good agent is not enthusiastic when speaking to a guest because of the bias it infers.
a)
True 
b)
False
12.
A WOW report is given to agents who provide 1st call resolutions to guests. 
a)
True
b)
False
13.
If an agent is not at his / her station when a call comes through however, does still provide the proper greeting within the allotted time frame that is not classified as an auto-fail.
a)
True
b)
False
14.
If an agent offers to make a report for a FAQ call that is not an auto-fail.
a)
True
b)
Fase
15.
If a caller requests, it is acceptable to provide 3rd party status to a guest.
a)
True
b)
False
16.
It is okay to engage in conversation with another agent while on a call with a guest as long as the guest is on hold and the phone is muted.
a)
True
b)
False
17.

An agent should include every detail of a call in the details section of a report.

a)

True

b)

False

18.
The minimum number of apologies that should be provided during a call is.
a)
1
b)
2
c)
3
d)
As many as required
19.

What information must be obtained first before contacting support?

a)

Falcon Order Number

b)

Falcon Receipt Confirmation

c)

Falcon Report Number

d)

Specific Location of Incident

20.
After receiving contact information from a guest what procedure must be implemented next?
a)
The Recap screen procedure
b)
The Spell-back procedure
c)
The talk-back procedure
d)
All of the above
21.

How many vendors are apart of the General cue?

a)

10

b)

12

c)

13

d)

7

e)

Not Listed

22.

A minus symbol in the category tree indicates an expanded view.

a)

True

b)

False

23.

All General calls have the same opening greeting CTI.

a)

True

b)

False

24.

All guest should be thanked for calling at the conclusion of a call.

a)

True

b)

False

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