Worksheets8x8 Call Center Training
Total questions: 20
Worksheet time: 12mins
What is proper hold procedure?
Mute the client and check back periodically.
End the phone call.
Let the client know you are looking into their question and fill dead air.
Put the client on a maximum of 2 minute hold. Inform them you are still on the line.
Wrap up time/Post-processing should never exceed (a)
Why is the name of the queue important?
So we can ensure we are answering the correct calls (English)
So we can avoid calls.
To assign the disposition.
To ensure we have the correct phone number.
Clicking 'Go to disposition' to label what kind of call was made.
True
False
What is the only instance an agent can make a callback?
When a client has not responded.
After a client has requested it.
With the authorization of a manager/supervisor.
When a client abruptly ends a phone call.
What is the only scenario transfers are allowed?
When a SNAP client contacts the P-EBT line and requests to change their address.
When a SNAP client contacts the P-EBT line and requests to speak to a supervisor.
When a SNAP client contacts the P-EBT line and requests a refund.
When a SNAP client contacts the P-EBT line by selecting the wrong option on the IVR. The agent must ensure that the caller is truly SNAP, and does not need P-EBT assistance (Cold transfer).
After listening to a voicemail, the status will go to Wrap-Up. This should be treated as a regular call (assigning a disposition, listening attentively)
False
True
When accepting the interaction for an email you have _____ minutes to provide a response.
2
10
5
Not applicable. There is no time limit.
Sometimes, several profiles with the same phone number will populate. What do you do?
Verify their identity and make sure you select the correct profile.
Delete all profiles with the same number.
Ignore the profiles with the same number.
End the phone call and call back to verify the caller's identity.
Make sure to click (a) when creating a new customer to generate a case number
Follow-Ups: Allows you to create subsequent cases within the case and send responses to customer's emails and escalations.
True
False
None of the above.
Your 'New Case' should be detailed, making a summary that answers three questions (Select multiple):
Why did the client call?
What was the client's issue?
What was the client's master case number?
What was the resolution?
Select the correct Status for the resolution that you are providing. Remember to select “Resolution closed” for all your calls. “Open Ticket” and “Closed Ticket” are used only for ___
escalations
disposition
emails
What should you do before transferring a call to a team lead/QA? Select all that is applicable.
Put the call on a maximum of 2 minute hold to verify the availability of a supervisor.
Collect all the information about the client's inquiry
Attempt to solve the issue yourself.
Try to de-escalate
Agents are allowed to use their personal CCC Gmail to send escalations or responses to customers.
True
False
When an 8x8 escalation case is created, the Status should be ___
Resolution closed
Notification
Closed ticket
Open Ticket
After finishing a chat via SMS, what should you enter in the 'New Case'?
copy and paste the chat contents
save the chat log
create a new conversation
create 'new customer' profile
To conduct a search, select _ and it will allow you to select the profile field by which you want to search for the account.
advanced
simple search
search
internet explorer
What are some ways to de-escalate a call?
Offer apologies
Walk them through the 2:1 breathing technique.
Don’t make promises you can’t keep
Avoid making assumptions
There will be a template for emails sent to clients.
True
False
