Corporate Social Responsibility Quiz!
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What do you know about corporate social responsibility? Would you like to try this quiz? Corporate social responsibility is a self-regulating business model that helps a company be socially accountable to itself, its workers, consumers, and the public. Corporate social responsibility can also be represented as corporate citizenship. Companies should be aware of the effect that they have on society. If you want to learn more, look no further than this quiz.
- 1.
What action should a CSR take if they receive a commercial call and are not trained in the appropriate system?
- A.
Advise the customer to call back and speak to someone who is trained.
- B.
Warm transfer the customer to the commercial unit.
- C.
Own the call you get and take the claim in eCCAp pending.
- D.
None of the above.
Correct Answer
B. Warm transfer the customer to the commercial unit.Explanation
If a CSR receives a commercial call and is not trained in the appropriate system, they should warm transfer the customer to the commercial unit. This means transferring the call to a colleague or department that is specifically trained to handle commercial calls. This ensures that the customer's needs are addressed by someone who has the necessary knowledge and expertise in dealing with commercial inquiries or issues.Rate this question:
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- 2.
Where is the phone number for the commercial unit located?
- A.
On the tools tab in Softphone under Frequently Called Numbers.
- B.
Call the BAT Phone and obtain the phone number from a supervisor.
- C.
Ask your neighbor.
- D.
All of the above.
Correct Answer
A. On the tools tab in Softphone under Frequently Called Numbers.Explanation
The phone number for the commercial unit is located on the tools tab in Softphone under Frequently Called Numbers. This suggests that the Softphone application has a specific section dedicated to frequently called numbers, and the phone number for the commercial unit can be found there.Rate this question:
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- 3.
If a commercial CSR is not available to receive the transfer, what action should a non-commercial trained CSR take?
- A.
Save in pending, new coverage question.
- B.
Save in pending, commercial new coverage.
- C.
Ask the customer to call back when it’s not so busy.
- D.
Save in pending, callback.
Correct Answer
B. Save in pending, commercial new coverage.Explanation
A non-commercial trained CSR should save the transfer in pending and categorize it as a commercial new coverage. This means that they should temporarily hold the transfer and classify it as a request for new coverage in the commercial sector. This allows the CSR to prioritize and address the transfer appropriately when a commercial CSR becomes available.Rate this question:
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- 4.
What is the appropriate action to take if a CSR receives an inquiry call on a commercial claim?
- A.
Warm Transfer to the commercial unit.
- B.
Advise the customer to call their agent.
- C.
Use Claims Gateway or CHC and locate the information for the customer.
- D.
Transfer to your supervisor and they will look up the needed information.
Correct Answer
C. Use Claims Gateway or CHC and locate the information for the customer.Explanation
The appropriate action to take if a CSR receives an inquiry call on a commercial claim is to use Claims Gateway or CHC and locate the information for the customer. This means that the CSR should use the Claims Gateway or CHC system to find the necessary information related to the customer's inquiry on the commercial claim. This action ensures that the CSR can provide accurate and relevant information to the customer, addressing their query effectively.Rate this question:
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- 5.
Why did the commercial workflow change take place?
- A.
The advanced routing system was not working properly.
- B.
More CSRs were added to the commercial unit.
- C.
CSR could not access commercial policies in Claims Gateway.
- D.
Feedback was given that the former workflow did not provide the highest level of On Your Side service for our commercial customers.
Correct Answer
D. Feedback was given that the former workflow did not provide the highest level of On Your Side service for our commercial customers.Explanation
The commercial workflow change took place because feedback was given that the former workflow did not provide the highest level of On Your Side service for our commercial customers.Rate this question:
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Current Version
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Nov 16, 2023Quiz Edited by
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Nov 17, 2011Quiz Created by
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