Call Center Quiz - June 2010

10 Questions | Total Attempts: 218

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Call Center Quiz - June 2010

A quiz for CSRs


Questions and Answers
  • 1. 
    If a CSR resolves a service issue over the phone, he or she should:
    • A. 

      Assign a ticket to SS Dispatch and set the ticket status to resolved.

    • B. 

      Assign a ticket to CSR (your name) and set ticket status to canceled

    • C. 

      Assign a ticket to CSR (your name) and set ticket status to resolved

  • 2. 
    A service ticket should be created for all service issues that come into the call center?
    • A. 

      True

    • B. 

      False

  • 3. 
    For subscribers to enjoy DIRECTV’s HD 3D they will need:
    • A. 

      A compatible 3D TV, 3D glasses and a Standard receiver

    • B. 

      A compatible 3D TV, 8 bit glasses and a HD or HD/DVR with HD access

    • C. 

      A compatible 3D TV, 3D glasses and a HD or HD/DVR with HD access

  • 4. 
    DIRECTV’s Multi room viewing will not work with standard Ethernet connections?
    • A. 

      True

    • B. 

      False

  • 5. 
    With DIRECTV’s whole home DVR service subscribers will not be able to:
    • A. 

      Record and delete shows from any connected TV

    • B. 

      Record up to 10 shows at once while watching 2 others

    • C. 

      Watch recorded HD content on any connected TV

  • 6. 
    IF a subscriber is swearing at a CSR it is O.K. for a CSR to hang up the phone immediately.
    • A. 

      True

    • B. 

      False

  • 7. 
    There will be an automatic write up if:
    • A. 

      A CSR calls in sick for their shift

    • B. 

      A CSR does not call or show up for their shift

    • C. 

      A CSR talks to a neighboring CSR when no calls are holding

  • 8. 
    If a CSS subscriber has a 30 day past due balance it is O.K. to schedule a technician for a service call.
    • A. 

      True

    • B. 

      False

  • 9. 
    New subscribers are eligibile for the 'HD for life promo' if:(only one is correct)
    • A. 

      They sign a two year agreement and agree to auto bill

    • B. 

      Sign a month to month agreement and set up auto bill

    • C. 

      Sight a two year agreement and agree make their payments by check or online

  • 10. 
    If a subscirber who is receiving the HD for life promotion removes auto bill at any time during their subscription, he/she will:
    • A. 

      Still receive the discount

    • B. 

      Have to reinstate auto bill within 6 months to keep the discount

    • C. 

      Not receive the discount for the remainder of their subscription

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