9/13/2016 Executive Summary Discussion

10 Questions | Total Attempts: 1526

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9/13/2016 Executive Summary Discussion - Quiz

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Questions and Answers
  • 1. 
    The Goal for Call Disposition tool is 90% completion (9 out of 10 calls are disposition)?
    • A. 

      True

    • B. 

      False

  • 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

  • 3. 
     Are the agents required to mention the MRC to every customer, no matter the type of call?     
    • A. 

      True

    • B. 

      False

  • 4. 
    Can you use the Send SMS password feature on High Security accounts? 
    • A. 

      True

    • B. 

      False

  • 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

  • 6. 
    Is the AHT or CRT goal for customer service 480 and the Troubleshooting goal 520?
    • A. 

      True

    • B. 

      False

  • 7. 
    The Metropcs.com website is changing 9/16?
    • A. 

      True

    • B. 

      False

  • 8. 
    MetroPCS will sell the new Iphone 7??
    • A. 

      True

    • B. 

      False

  • 9. 
    ScreenIT is ending, and NameID is replacing it in the value bundle and as a individual service?
    • A. 

      True

    • B. 

      False

  • 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

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