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WorksheetsDirectors' Choice Echo Quiz
Total questions: 20
Worksheet time: 2hrs 40mins
It is acceptable to patch any calls where the caller says they really need to talk to the director?
Yes
No
To log out of Echo at the end of your shift, you only need to do which of the following?
Do nothing it will Log Out on it's own
Ask the Team lead to log you out
Click the F10 key on the Main Screen
Press the power button on your computer to turn everything off at once
In Echo, how do I see the last few accounts that I have been in?
F10
F4
Switch to Dispatch
Restore the Event Log
From the Home Screen, how do you go into the last account you were just in, you press which of the following?
Ctrl+S
Ctrl+E
Ctrl+K
Ctrl+O
When sick, it is acceptable to NOT notify your Supervisor.
Yes
No
A client calls in to let us know that they are having a Christmas Celebration from 2 pm - 10 pm. What do you do?
Reach out to Customer Service via F2
Transfer to agent next to you
Ask them to put a recording on their phone lines to make people aware
Ask them if they put a sign on their front door
How do you view the On Call Details Screen?
Ctrl+D
Alt+O
Alt+D
Ctrl+O
What do you look at when you first get a call on Echo?
Customer Profile
Special Instructions (if any)
Answer phrase
All of the above
How do you save/send a message?
F8
F3
F2
F4
How do you open the service information/obituary under the call reason “Service Information”?
Alt+B
Press the S key and the I key at the same time
Click Obituaries
Ctrl+S
All locations do pet cremations.
Yes
No
All employees at all funeral locations are called “directors”?
Yes
No
What must you do after every call you don't take a message?
F3
F7
F10
F12
Are you able to edit a message after it was saved?
Yes
No
What do you have to repeat and spell back to the caller?
Name
Phone number
Address
All of the above
You have to proofread your message?
Yes
No
Other than the MAP approved abbreviations, are we allowed to use other abbreviations in our messages?
Yes
No
It is okay to stay sitting on the account, in Go Not Ready, after you've taken the message and disconnected from the caller.
True
False
Maybe
Depends on the Que
Which function key is used for Customer Service?
F2
F10
F4
1-800-CUST-SVC
If previous call disconnected abruptly and a new call hits your line, what should you do?
Hang up
Say "Hi! This is ...., I'll be right with you!"
Stay quiet
Say "I'm sorry, I'm unable to take your message at this time, please call again later"
