CallRevu Call Management Solution Quiz!

1. The Operator answers and transferred the caller to parts when they asked for parts. What will you mark in the Executive Summary for: Was the Caller routed to correct department on first transfer?

N/A

"Y” as the Caller is sent to correct department on first transfer.

Explanation

"Y” as the Caller is sent to correct department on first transfer.

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2. On Paragon Auto -

If Caller calls back as he did not receive a call back or has not received information that were promised.

Send an alert

Mark DNT

SEND ALERT if Caller calls back as he did not received a call back or has not received information that were promised. This would help avoid a possible CSI.

Explanation

SEND ALERT if Caller calls back as he did not received a call back or has not received information that were promised. This would help avoid a possible CSI.

3. Unidentified Agent in Sales answers. Caller; Unidentified, has dialed a wrong number. Call ends. Which department would this be?

Lease

Used

Other

As there is no query, the department would be marked as Other.

Explanation

As there is no query, the department would be marked as Other.

4. Auto Attendant answers. Caller; Unidentified does not respond, call ends. This will be a DNT.

Yes

It will be a DNT, if the task sheet mentions it is a DNT. Eg. – Scott Honda.

Explanation

It will be a DNT, if the task sheet mentions it is a DNT. Eg. – Scott Honda.

5. Unidentified Agent in Service answers. Caller; Jose Torres, wants to speak with someone in Parts. Unidentified Agent in Parts answers. The caller wants to know the availability of vent to his 05 TL on right and left side doors of the dashboard. Agent says they are not in stock and has to be ordered. Agent says the left side vent costs $62.87 and right side vent cost $39.15. The caller wants the availability of burgundy red caps that open the door. Agent asks for the VIN #. The caller gives the VIN #. Agent says they are in stock. The caller wants to place the order. The agent confirms the order. The caller says thank you, call ends. What is missing?

Agent Name

Appointment

Capitalized Model

Should be Appt: Open

Explanation

Should be Appt: Open

6. If the Caller gives one phone number, you will put that number in the Alt Phone Number field under Appointment Details.

True

False

If the Caller calls in from work, and they give both their work number (which shows at the top right) and their cell number, you will put the cell number in the Alt Phone Number field.

Explanation

If the Caller calls in from work, and they give both their work number (which shows at the top right) and their cell number, you will put the cell number in the Alt Phone Number field.

7. If a caller is asking for someone in Sales and the call goes to VM, it should be sent as an ALERT.

True

False

If caller asks for a specific agent in Sales and call goes to VM, it will not be an alert. However, if caller asks for someone in Sales and call goes to VM, it will be an alert.

Explanation

If caller asks for a specific agent in Sales and call goes to VM, it will not be an alert. However, if caller asks for someone in Sales and call goes to VM, it will be an alert.

8. Unidentified Agent in Sales answers. Caller; Travis Knowles, wants to terminate the early lease on his TSX and wants to know there is any penalty on it. Agent says there is no penalty on it. Caller wants to know if he can trade in his vehicle for a new vehicle. Agent asks the Caller to bring in his vehicle for an appraisal. Caller says he is not interested in trading his vehicle. Caller says thank you, call ends. Which department would this be?

Used

Lease

Administrative

Finance

Caller wants to terminate the early lease. The department would be Lease.

Explanation

Caller wants to terminate the early lease. The department would be Lease.