4. Call Quality Quiz

23 Questions | Total Attempts: 75

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Quality  Quizzes & Trivia

The quiz focuses on the aspects that are looked for in call quality monitoring that are covered in CTS training.


Questions and Answers
  • 1. 
    What increment of time will lead to a deduction of a point on your Call Quality evaluation due to dead air?
    • A. 

      1 minute

    • B. 

      30 seconds

    • C. 

      10 seconds

    • D. 

      2 minutes

  • 2. 
    Before remotely connecting to a system when speaking to a student, you must check the _________ to see if we have permission to do so.
  • 3. 
    True or False: If you are on a remote session that will require a long period of dead air, it's best to end the call and advise the caller you will stay remotely connected to assist them with their issue. 
    • A. 

      True

    • B. 

      False

  • 4. 
    If you confirm a caller's name and state then begin to troubleshoot an issue without confirming their address, phone number or Household PIN, what score will you receive for that call?
    • A. 

      75%

    • B. 

      100%

    • C. 

      50%

    • D. 

      0%

  • 5. 
    True or False: If you receive a callback on an issue and the caller provides you an IA number, you will need to confirm their address, phone number and Household PIN.
    • A. 

      True

    • B. 

      False

  • 6. 
    How often should you update a caller you have placed on hold if you need to research an issue that does not require you to  contact a Sr. Assist agent?
    • A. 

      3 minutes

    • B. 

      5 minutes

    • C. 

      30-60 seconds

    • D. 

      2 minutes

  • 7. 
    True or False: This is an acceptable way to place a caller on hold: "I need to look into this issue, hold on a minute." 
    • A. 

      True

    • B. 

      False

  • 8. 
    Please listen to the following audio clip. After listening to this clip, answer the questions below. You must look up the caller in Connexus and accurately spell their name.
  • 9. 
    What is the caller's name?
  • 10. 
    What state was the caller calling from? 
  • 11. 
    What was the reason for the call?
  • 12. 
    What, if any, confirmation information was missing?
  • 13. 
    Please listen to the following audio clip. After listening to this clip, answer the questions below. You must look up the caller in Connexus and accurately spell their name.
  • 14. 
    What is the caller's name?
  • 15. 
    What state was the caller calling from?
  • 16. 
    What was the reason for calling?
  • 17. 
    What, if any, confirmation info was missing?
  • 18. 
    Please listen to the following audio clip. After listening to this clip, answer the questions below. You must look up the caller in Connexus and accurately spell their name.
  • 19. 
    What was the caller's name?
  • 20. 
    What state were they calling from?
  • 21. 
    What was the reason for the call?
  • 22. 
    What, if any, confirmation information was missing?
  • 23. 
    What is the government action that requires us to verify Household information and confirm that we are speaking to someone authorized on the account on every call that we answer?
    • A. 

      HIPAA

    • B. 

      FERPA

    • C. 

      NCLB

    • D. 

      NTSB

  • 24. 
    True or False: When speaking to a Caretaker or Learning Coach, it is acceptable to address them by their first name.
    • A. 

      True

    • B. 

      False

  • 25. 
    Where is the Household PIN located?
    • A. 

      Household PIN Data View in Location Overview

    • B. 

      Household PIN Data View in User Overview

    • C. 

      Household PIN is located in OrderAware

    • D. 

      Household PIN is located on student's homepage when they login to Connexus

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