Cebu Module 8 Incontact Quiz

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Cebu Module 8 Incontact Quiz - Quiz

Test your knowledge of Module 8: inContact Phone System. Good luck!


Questions and Answers
  • 1. 

    If a customer is calling and wants to speak with someone in the Fraud department, what would you do?

    • A.

      Transfer the call to Help Line

    • B.

      Transfer the call into Fraud skills group

    • C.

      Dial the Fraud 1-800 number and transfer the call

    Correct Answer
    B. Transfer the call into Fraud skills group
    Explanation
    To handle a customer who wants to speak with someone in the Fraud department, the best course of action is to transfer the call into the Fraud skills group. This ensures that the customer is connected with the appropriate department and can receive the necessary assistance regarding their concern.

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  • 2. 

    The feedback icon is used for:

    • A.

      Sending a report to your supervisor so they may come and fix your phone issue

    • B.

      Giving your opinion about a caller/customer

    • C.

      Sending a report to inContact about phone issues

    Correct Answer
    C. Sending a report to inContact about phone issues
    Explanation
    The feedback icon is used for sending a report to inContact about phone issues. This allows users to provide feedback or report any problems they are experiencing with their phone. It helps inContact to identify and address any technical issues or bugs that may be affecting the phone system.

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  • 3. 

    If a CSR has a purple bubble next to their name in the directory, it is ok to transfer a call to him/her.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    A purple bubble next to the name will indicate the agent is on an inbound call.

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  • 4. 

    At the end of your shift, when closing everything down, what should you do? Choose all that apply.

    • A.

      End the connection on your Softphone by clicking the red End button (for at-home agents, hang up the receiver).

    • B.

      Close the Agent Phone using the Exit icon (looks like a power button)

    • C.

      Close the Softphone by clicking exit (for at-home agents, hang up the receiver)

    • D.

      Just log into unavailable

    Correct Answer(s)
    A. End the connection on your Softphone by clicking the red End button (for at-home agents, hang up the receiver).
    B. Close the Agent Phone using the Exit icon (looks like a power button)
    C. Close the Softphone by clicking exit (for at-home agents, hang up the receiver)
    Explanation
    At the end of your shift, you should end the connection on your Softphone by clicking the red End button or hang up the receiver if you are an at-home agent. Additionally, you should close the Agent Phone using the Exit icon, which looks like a power button. Lastly, you should also close the Softphone by clicking exit or hang up the receiver if you are an at-home agent. Just logging into unavailable is not sufficient for properly closing everything down.

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  • 5. 

    You do not need to have your call on hold in order to transfer it.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    You absolutely need to have your caller on hold before the transfer. In fac,t you also need to have click on the Agent or Skill you would like to transfer to in order for the transfer button to appear.

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  • 6. 

    If you were not able to enter your case notes or related work item during your call, what should you do immediately after choosing your disposition code?

    • A.

      Log into Unavailable

    • B.

      Disconnect your Agent Leg

    • C.

      Log into After Call Work

    Correct Answer
    C. Log into After Call Work
    Explanation
    After choosing the disposition code, the agent should immediately log into After Call Work. This is important because it allows the agent to enter their case notes or related work item that they were not able to enter during the call. By logging into After Call Work, the agent can ensure that all necessary information is documented and properly recorded for future reference.

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  • 7. 

    How long is your wrap up time?

    • A.

      10 secs

    • B.

      15 secs

    • C.

      40 secs

    • D.

      1 min

    Correct Answer
    B. 15 secs
    Explanation
    The wrap-up time refers to the time taken by a person to complete their final tasks or actions after a call or interaction. In this case, the correct answer is 15 seconds, which means that it takes 15 seconds for the person to finish up their work after a call or interaction. This could involve documenting notes, updating records, or any other necessary tasks before moving on to the next call or task.

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  • 8. 

    What are the correct steps of transferring a call to a supervisor?

    • A.

      Bring up dial pad, dial 262-901-2000, place caller on hold, enter supervisor's extention, click transfer immediately.

    • B.

      You can only transfer calls to a skill, not a particular person.

    • C.

      Place caller on hold, bring up dial pad, dial 262-901-2000 on the agent phone and enter the supervisor's extention on the Softphone, explain situation to supervisor, click transfer button

    • D.

      You cannot transfer any calls, let the customer know a supervisor will call them back.

    Correct Answer
    C. Place caller on hold, bring up dial pad, dial 262-901-2000 on the agent phone and enter the supervisor's extention on the Softphone, explain situation to supervisor, click transfer button
    Explanation
    The correct steps for transferring a call to a supervisor are to first place the caller on hold. Then, bring up the dial pad on the agent phone and dial 262-901-2000. Enter the supervisor's extension on the Softphone. Next, explain the situation to the supervisor and finally, click the transfer button.

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  • 9. 

    What is the first thing you should do when your call ends?

    • A.

      Go into unavailable

    • B.

      Enter case notes

    • C.

      Choose a disposition code

    • D.

      Go into personal

    Correct Answer
    C. Choose a disposition code
    Explanation
    Dispositions are always entered first. Then you may do any after call work that is necessary that pertained to the phone call.

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  • 10. 

    If you change your agent status directly after ending a phone call with a customer, you will still have the opportunity to choose a disposition code.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    Directly after ending a call with a customer the first thing you should do is enter the disposition. If anything else is done first you will lose your opportunity to enter the disposition.

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  • 11. 

    When taking your break, which log out code should you choose?

    • A.

      Unavailable

    • B.

      Approved Project

    • C.

      Personal

    • D.

      Break

    Correct Answer
    D. Break
    Explanation
    The correct answer is "Break" because when taking a break, it is important to choose the appropriate log out code that accurately reflects the reason for logging out. By selecting the "Break" code, it indicates that the user is taking a break from their work and will be away from their workstation temporarily. This helps to maintain accurate records and allows for better tracking of work hours and productivity.

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  • 12. 

    When you need to use the restroom, which log out code should you choose?

    • A.

      Unavailable

    • B.

      Break

    • C.

      Personal

    • D.

      After call work

    Correct Answer
    C. Personal
    Explanation
    The correct answer is "Personal". Choosing the "Personal" log out code indicates that you need to use the restroom. This helps to inform your colleagues and supervisor that you are temporarily unavailable for work-related tasks.

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  • 13. 

    Check all the skill groups you may need to transfer to:

    • A.

      Fraud

    • B.

      Help Line

    • C.

      Spanish

    • D.

      English

    • E.

      Carrier

    Correct Answer(s)
    A. Fraud
    B. Help Line
    C. Spanish
    E. Carrier
    Explanation
    The correct answer is Fraud, Help Line, Spanish, Carrier. These skill groups may need to be transferred to in order to handle specific customer inquiries or issues. The Fraud skill group would be responsible for handling any concerns related to fraudulent activity or suspicious transactions. The Help Line skill group would handle general customer inquiries and provide assistance with various issues. The Spanish skill group would be necessary for assisting Spanish-speaking customers. The Carrier skill group would handle any inquiries or concerns related to shipping or delivery of products.

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  • 14. 

    How will you know if a call is coming in from BuyCostumes or Celebrate Express?

    Correct Answer(s)
    You will hear a whisper in your headset
    Explanation
    When a call is coming in from BuyCostumes or Celebrate Express, the agent will hear a whisper in their headset. This means that before the call is connected, a voice message or notification will be played in the agent's headset, informing them that the call is from either BuyCostumes or Celebrate Express. This allows the agent to be prepared and provide personalized service based on the specific company the call is coming from.

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  • 15. 

    You can tell when your agent leg is connected to your Softphone when the little phone icon on your agent phone is:

    • A.

      Green and off the hook

    • B.

      Flashing red and on the receiver

    • C.

      Blue and on the receiver

    • D.

      Black

    Correct Answer
    A. Green and off the hook
    Explanation
    The correct answer is "green and off the hook." This indicates that the agent's leg is connected to the softphone and the agent is available to take calls. The green color represents an active connection, while "off the hook" signifies that the agent is ready to receive calls.

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  • 16. 

    When making an outbound call, you should always enter the number in on your:

    • A.

      Softphone

    • B.

      Agent phone

    Correct Answer
    B. Agent phone
    Explanation
    When making an outbound call, it is recommended to enter the number on your agent phone. This means that you should use the physical phone device assigned to you as an agent to dial the number. Using the agent phone ensures that the call is properly routed through the system and allows for better call quality and control. The softphone refers to a software application that allows you to make calls using your computer or mobile device, but it is generally preferred to use the agent phone for outbound calls.

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  • Current Version
  • Mar 20, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Jul 20, 2012
    Quiz Created by
    Anina
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