2012 Bb# 11

5 Questions

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Customer Care Quizzes & Trivia

Questions and Answers
  • 1. 
    Fill in the blank: Help Desk CSR’s received an upgrade to their _______________ enabling them to see which CSR’s are calling.
    • A. 

      Computer

    • B. 

      Claims Gateway

    • C. 

      SoftPhone

    • D. 

      HardPhone

  • 2. 
    What information will now show in SoftPhone for the Help Desk CSR’s?
    • A. 

      CSR Name

    • B. 

      CSR Username

    • C. 

      CSR Extension

    • D. 

      All of the above

  • 3. 
    What is no longer necessary to announce to the Help Desk CSR when you call?
    • A. 

      Who you are

    • B. 

      Whether the caller is on the line

    • C. 

      The general purpose of the call

    • D. 

      All of the above

  • 4. 
    What information do you still need to provide the Help Desk CSR when you call?
    • A. 

      Whether the caller is on the line

    • B. 

      The caller's identity (ie: policyholder, claimant, agent, etc.)

    • C. 

      The general purpose of the call

    • D. 

      All of the above

  • 5. 
    True or False: A CSR should always use their SoftPhone when calling the Help Desk.  
    • A. 

      True

    • B. 

      False