Basic Call Center Assessment

45 Questions | Total Attempts: 28

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Call Center Quizzes & Trivia

The following assessment has been designed to measure call center knowledge. Please answer all questions completely by selecting an answer from the possible choices.


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Questions and Answers
  • 1. 
    On which UB screen can a customer's personal information be editied?
    • A. 

      CI

    • B. 

      M1

    • C. 

      M2

    • D. 

      AB

  • 2. 
    What are the basic deposit amounts for gas, water, and refuse for a single family dwelling?
    • A. 

      $50 Gas, $35 Water, $15 Refuse

    • B. 

      $35 Gas, $35 Water, $18 Refuse

    • C. 

      $100 Gas, $40 Water, $17 Refuse

    • D. 

      $35 Gas, $25 Water, $18 Refuse

  • 3. 
    If a regular bill prints on 12/19/08 on what date is the account considered past due?
    • A. 

      01/03/09

    • B. 

      1/18/09

    • C. 

      01/02/09

    • D. 

      01/09/09

  • 4. 
    A CS order that is scheduled for the morning appointment should be entered as?
    • A. 

      AM

    • B. 

      10-12

    • C. 

      7-12

    • D. 

      8-12

  • 5. 
    From the screens below which one(s) will always provide a meter number for a metered account?
    • A. 

      AB

    • B. 

      CC

    • C. 

      GM

    • D. 

      All of the Above

  • 6. 
    If a customer is being billed a late fee on a $239.56 bill what will the charge amount be?
    • A. 

      $6.00

    • B. 

      $14.37

    • C. 

      $9.58

    • D. 

      $2.40

  • 7. 
    The winter billing period occurs during which months?
    • A. 

      11/01-04/30

    • B. 

      05/01-10/31

    • C. 

      11/01-02/28

    • D. 

      12/01-03/31

  • 8. 
    What type of account will receive a 15 day post property notice?
    • A. 

      Elderly customers

    • B. 

      Large balance accounts

    • C. 

      Accounts with seperate mailing addresses

    • D. 

      Master meters

  • 9. 
    Which amount is the returned payment fee amount?
    • A. 

      $30

    • B. 

      $25

    • C. 

      $32

    • D. 

      $15

  • 10. 
    Under which circumstance would an account receive scheduled monthly actual meter reads?
    • A. 

      Customer has requested CR 3 times in a row

    • B. 

      Bill amount is over $1000 each month

    • C. 

      Customer has not lived in LB for 12 months

    • D. 

      Customer is paying additional meter reading fee

  • 11. 
    What is the source code to waive a late fee?
    • A. 

      54

    • B. 

      AJ

    • C. 

      39

    • D. 

      LF

  • 12. 
    For the billing period 10/29/08-12/01/08 what would the cost of gas charge amount be for the customer?
    • A. 

      $.69586

    • B. 

      $.70634

    • C. 

      $.68210

    • D. 

      $.59153

  • 13. 
    If a gas meter was removed for tampering on 12/11/08 and a new customer is eligible to turn on service at the address should you:
    • A. 

      Schedule a turn on

    • B. 

      Schedule a cs order

    • C. 

      Schedule a set gas order

    • D. 

      Transfer to meter installation

  • 14. 
    If a water meter was removed on 01/15/06 and a new customer is eligible to begin service should you:
    • A. 

      Transfer to meter installation

    • B. 

      Schedule a set water order

    • C. 

      Send a TM to water

    • D. 

      Schedule a turn on

  • 15. 
    How much additional time is allowed for payment of a HEAP co-pay once the HEAP pledge information is added to the account?
    • A. 

      7 days

    • B. 

      0 days

    • C. 

      8 days

    • D. 

      15 days

  • 16. 
    How many days in advance can a turn off order be scheduled?
    • A. 

      30 days

    • B. 

      15 days

    • C. 

      25 days

    • D. 

      45 days

  • 17. 
    How many times per year can the convenience fee for making a payment be waived?
    • A. 

      Once per calendar year

    • B. 

      Twice per calendar year

    • C. 

      Never

    • D. 

      Once for the life of the account

  • 18. 
    How are system estimated bills calculated?
    • A. 

      Based on 60 day usage from previous 12 months.

    • B. 

      Based on last 60 day usage

    • C. 

      Based on a default average

    • D. 

      Any of the above

  • 19. 
    If 3 returned payments are received within a consecutive 12 month period...
    • A. 

      The customer must pay the next bill in cash and then can return to payment by check/credit card.

    • B. 

      The customer can not pay using a checking account that is in their own name, but a spouse or friend is okay.

    • C. 

      The customer can not pay by check/credit card payment for 12 months

    • D. 

      The customer must come in office to pay by check or credit card

  • 20. 
    If you are splitting water/sewer from an account and creating the new account number should you...
    • A. 

      Increase the folio by 2

    • B. 

      Decrease the folio by 2

    • C. 

      Select the next tenant code

    • D. 

      Increase the tenant code by 2

  • 21. 
    If a customer is disputing the system estimate bill should you first:
    • A. 

      Review the account and meter reads for historical accuracy

    • B. 

      Offer a cancel rebill and advise the customer to call back when they receive the next bill, just in case another adjustment is needed

    • C. 

      Offer the customer a review manager

    • D. 

      Agree to waive the late fee and tell the customer to wait for the next bill

  • 22. 
    On which screen can you update a customers delinquent status?
    • A. 

      M1

    • B. 

      GM

    • C. 

      CI

    • D. 

      M2

  • 23. 
    What is the hold code for a HEAP customer?
    • A. 

      D

    • B. 

      G

    • C. 

      E

    • D. 

      F

  • 24. 
    If a customer is deceased can the spouse or roommate that is not listed as a co-name be allowed to keep the account open without making any changes?
    • A. 

      Yes, if the account is credit established

    • B. 

      No, a new person must apply for service

    • C. 

      Yes, if the home is owned by the trust for the deceased person

    • D. 

      No, the account will be sent directly to collections

  • 25. 
    Which function key is used to save your work in UB?
    • A. 

      F2

    • B. 

      F4

    • C. 

      F8

    • D. 

      F7