Fizzback Quiz – Atelka

10 Questions

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Customer Care Quizzes & Trivia

Questions and Answers
  • 1. 
    When a Fizzback survey is submitted in View, the hierarchy of communication will flow in the following order:
    • A. 

      SMS, Email, Phone IVR

    • B. 

      Email, SMS, Phone IVR

    • C. 

      Phone IVR, SMS, Email

  • 2. 
    A Fizzback survey should not be submitted when:
    • A. 

      A dead air call (no person on the phone line) comes through to an agent.

    • B. 

      No number available to trigger View.

    • C. 

      All of the above.

    • D. 

      None of the above.

  • 3. 
    In order to submit a Fizzback survey via SMS, the agent can only enter a Bell Mobility/Virgin Mobile number in the SMS field. If the number entered belongs to another mobile provider the survey will not be delivered to the customer via SMS.
    • A. 

      True

    • B. 

      False

  • 4. 
    In order to send the Fizzback survey via phone IVR only, you need to click No for both the SMS & the email fields in View.
    • A. 

      True

    • B. 

      False

  • 5. 
    If a customer refuses the Fizzback survey the agent should:
    • A. 

      Close the View window without submitting any details.

    • B. 

      Choose SMS: No, Email: No

    • C. 

      Click SMS: No, Email: Yes + [email protected]

  • 6. 
    An agent has received a dead air call (no person on the phone line), they should:
    • A. 

      Close the View window without submitting any details.

    • B. 

      Choose SMS: No, Email: No

    • C. 

      Click SMS: No, Email: Yes + [email protected]

  • 7. 
    A customer is calling for repair of their landlines and the call got routed to a 310-Bell agent in error. Before transferring the customer to the repair department, the agent should:
    • A. 

      Close the View window without submitting any details.

    • B. 

      Choose SMS: No, Email: No

    • C. 

      None of the above.

  • 8. 
    A customer is asking to change their toll plan for 2 of their locations. After assisting the customer with their request, the agent should:
    • A. 

      Submit 2 Fizzback surveys for each of the locations by pulling up 2 separate View windows.

    • B. 

      Submit 1 Fizzback survey for one of the locations only.

    • C. 

      Close View altogether, there is no need to submit a Fizzback survey.

  • 9. 
    A customer with CLEC landlines wants to receive a Fizzback survey but does not have an email address. The agent should:
    • A. 

      Close the View window without submitting any details.

    • B. 

      Choose SMS: No, Email: No

    • C. 

      Click SMS: No, Email: Yes + [email protected]

  • 10. 
    An agent created an I order for a customer with a new BTN. The customer agreed to receive a Fizzback survey. To trigger View, the agent should:
    • A. 

      Use the customer’s another location BTN to submit Fizzback.

    • B. 

      Use any existing BTN, whether it belongs to the customer or not.

    • C. 

      Submit the BCRIS I order BEFORE submitting the survey. View will then recognize the new BTN as a pending connect and will allow for submission.