9/13/2016 Executive Summary Discussion

Approved & Edited by ProProfs Editorial Team
At ProProfs Quizzes, our dedicated in-house team of experts takes pride in their work. With a sharp eye for detail, they meticulously review each quiz. This ensures that every quiz, taken by over 100 million users, meets our standards of accuracy, clarity, and engagement.
Learn about Our Editorial Process
| Written by Catherinehalcomb
C
Catherinehalcomb
Community Contributor
Quizzes Created: 1509 | Total Attempts: 5,237,716
Questions: 10 | Attempts: 1,535

SettingsSettingsSettings
9/13/2016 Executive Summary Discussion - Quiz

.


Questions and Answers
  • 1. 

    The Goal for Call Disposition tool is 90% completion (9 out of 10 calls are disposition)?

    • A. 

      True

    • B. 

      False

    Correct Answer
    A. True
    Explanation
    What is the Call Disposition goal?
    90% completion rate
    90% accuracy rate

    Rate this question:

  • 2. 

    Selecting the reason that most closely matches the reason the caller has called in for, during the first 3 minutes of the call while the cx is describing the issue, will help you meet the expectation of 90% accuracy and 90% comletion rate?

    • A. 

      True

    • B. 

      False

    Correct Answer
    A. True
    Explanation
    Selecting the reason that most closely matches the reason the caller has called in for during the first 3 minutes of the call helps to meet the expectation of 90% accuracy and 90% completion rate because it allows the customer service representative to quickly understand the issue and provide appropriate assistance. By accurately identifying the reason for the call early on, the representative can efficiently address the customer's needs, leading to a higher completion rate and ensuring a satisfactory customer experience.

    Rate this question:

  • 3. 

     Are the agents required to mention the MRC to every customer, no matter the type of call?     

    • A. 

      True

    • B. 

      False

    Correct Answer
    B. False
    Explanation
    They are only required to mention it when the change taking place affects their bill, such as an adjustment, BCR, or plan/service change.

    Rate this question:

  • 4. 

    Can you use the Send SMS password feature on High Security accounts? 

    • A. 

      True

    • B. 

      False

    Correct Answer
    B. False
    Explanation
    The Send SMS password feature is not available on High Security accounts. This feature is typically used to send a temporary password to a user's mobile phone for authentication purposes. However, High Security accounts have additional security measures in place, such as two-factor authentication, which may render the Send SMS password feature unnecessary. Therefore, the correct answer is False.

    Rate this question:

  • 5. 

    Can you decrease your CRT (Customer Resolution Time) by moving through the account security option quickly, using hold only when absoluetly necessary, giving clear direction to the customer, using your tools, and staying on topic?

    • A. 

      True

    • B. 

      False

    Correct Answer
    A. True
    Explanation
    By following the mentioned strategies such as moving through the account security option quickly, using hold only when absolutely necessary, giving clear direction to the customer, using tools, and staying on topic, it is possible to decrease the Customer Resolution Time (CRT). These strategies help in streamlining the customer support process, reducing unnecessary delays, and ensuring efficient and effective communication with customers. Therefore, the statement "True" indicates that implementing these strategies can indeed lead to a decrease in CRT.

    Rate this question:

  • 6. 

    Is the AHT or CRT goal for customer service 480 and the Troubleshooting goal 520?

    • A. 

      True

    • B. 

      False

    Correct Answer
    A. True
    Explanation
    The AHT (Average Handle Time) or CRT (Call Resolution Time) goal for customer service is indeed 480, and the Troubleshooting goal is 520.

    Rate this question:

  • 7. 

    The Metropcs.com website is changing 9/16?

    • A. 

      True

    • B. 

      False

    Correct Answer
    A. True
    Explanation
    The given answer "True" suggests that the Metropcs.com website is indeed changing on 9/16. This implies that there will be some updates or modifications happening to the website on that specific date. However, without any additional context or information, it is difficult to determine the exact nature of the changes or what aspects of the website will be affected.

    Rate this question:

  • 8. 

    MetroPCS will sell the new Iphone 7??

    • A. 

      True

    • B. 

      False

    Correct Answer
    A. True
    Explanation
    Sales will start by the end of the month.

    Rate this question:

  • 9. 

    ScreenIT is ending, and NameID is replacing it in the value bundle and as a individual service?

    • A. 

      True

    • B. 

      False

    Correct Answer
    A. True
    Explanation
    The statement suggests that ScreenIT is being replaced by NameID in both the value bundle and as an individual service. Therefore, the correct answer is "True" as it aligns with the information provided.

    Rate this question:

  • 10. 

    Block-it, the $1 feature, is ending soon, NameID (value bundle or 2$ standalone) is the new option for it?

    • A. 

      True

    • B. 

      False

    Correct Answer
    A. True
    Explanation
    The given answer is true because the statement suggests that the $1 feature called "Block-it" is coming to an end soon. It then mentions "NameID" as the new option, which implies that NameID will replace Block-it. Therefore, it can be inferred that NameID is the new option for the ending $1 feature.

    Rate this question:

Back to Top Back to top