CPP All Dispo Quiz 1
This is a quiz to test your knowledge of the new CPP DISPO rules. There is a 10 minute time limit for the 50 question quiz. You will be presented with a customer response, call example, or example of when to use a Dispo on each of the questions. You will then need to determine which DISPO type should be used for this response.
- 1.This dispo should be used when you connect to a call and there is no customer response, (Echo shows as active call)
- A.
70023 Privacy Manager - TSR
- B.
70005 Answering Machine - TSR
- C.
70003 Dead air - Reschedule
- D.
70017 Wrong Number
- E.
70014 Business Number
- 2.Call Scenario: "Hi, we're not here right now. Leave a message." *Automated beep*
- A.
70012 Tri-Tone Disconnects / Modem / Fax Line - TSR
- B.
70005 Answering Machine - TSR
- C.
70023 Privacy Manager - TSR
- D.
70003 Dead air - Reschedule
- 3.Which Disposition should be used when the call comes through with a disconnect message, modem or fax line?
- A.
70012 Tri-Tone Disconnects / Modem / Fax Line - TSR
- B.
70005 Answering Machine - TSR
- C.
70013 Cell Phone Number
- D.
70014 Business Number
- 4.Customer response: "Please don't call my cell phone."
- A.
70051 Live Callback Reschedule-Unspecified - TSR
- B.
70014 Business Number
- C.
70017 Wrong Number
- D.
70013 Cell Phone Number
- E.
70800 Early Interupt / Hang Up
- 5.This dispo will be used when the gatekeeper or customer says "this is a business phone." If customers name is on extension list, we need to type in the extension.
- A.
70017 Wrong Number
- B.
70023 Privacy Manager - TSR
- C.
70014 Business Number
- D.
70042 Manager Verify Information
- 6.Which Disposition is used when we call a number and the recepient of the call says "You have the wrong number", "I don't know this person" Not to be used if the person says "Don't call here again, this is not Joe's number."
- A.
71847 WN-Wrong Number DNC
- B.
70017 Wrong Number
- C.
71050 Decision Maker requested callback
- D.
71837 Automated MSG-DNC Remove from list
- 7.Customer Response: "This is the wrong number, take me off your list"
- A.
71847 WN-Wrong Number DNC
- B.
70017 Wrong Number
- C.
71843 NI-Generic Don't Call
- D.
71881 DNC-Put on DNC List
- E.
71844 NI-Gatekeeper Don't Call
- 8.Call Scenario: We connect to an automated response that says the customer "does not accept calls from these types of numbers."
- A.
71041 Silent Hang up
- B.
70012 Tri-Tone Disconnects / Modem / Fax Line - TSR
- C.
70017 Wrong Number
- D.
70023 Privacy Manager - TSR
- 9.Which is the correct Disposition to use when we hear a privacy manager message requesting a DNC.
- A.
71847 WN-Wrong Number DNC
- B.
70023 Privacy Manager - TSR
- C.
71837 Automated MSG-DNC Remove from list
- D.
70017 Wrong Number
- 10.Which Disposition is correct to use when the customer has passed away?
- A.
70017 Wrong Number
- B.
70032 Deceased
- C.
70014 Business Number
- D.
70005 Answering Machine - TSR
- 11.Which disposition is used for - Unknown language, elderly, incoherent customers?
- A.
70023 Privacy Manager - TSR
- B.
70033 Language Barrier - Spanish
- C.
70017 Wrong Number
- D.
70034 Language Barrier - Not Specified
- 12.Call Scenario: Caller says "I don't speak English" and is speaking Spanish.
- A.
70034 Language Barrier - Not Specified
- B.
70033 Language Barrier - Spanish
- C.
70042 Manager Verify Information
- D.
A and B
- 13.This disposition notifies management that you would like them to review the call. Manual disposition based on call experience. Manager would redisposition after listening to the call.
- A.
70043 Script Problems
- B.
70042 Manager Verify Information
- C.
70051 Live Callback Reschedule-Unspecified - TSR
- D.
70050 Live Callback Reschedule-Specified - TSR
- 14.This specific Disposition will be reviewed by Amy Paz on a daily basis and is only used when there is something affecting the calls often because of ECHO issue. (We need to sit down and define this one more)
- A.
70029 Spec Callback - 4 Hours
- B.
70043 Script Problems
- C.
70042 Manager Verify Information
- D.
70800 Early Interupt / Hang Up
- 15.Used when the customer states specific date/time to be called back. Time should be entered in military time, MST. Scripting was added to prompt for specific call back time.
- A.
70050 Live Callback Reschedule-Specified - TSR
- B.
70051 Live Callback Reschedule-Unspecified - TSR
- C.
70053 Reschedule - Morning
- D.
70005 Answering Machine - TSR
- 16.This Disposition has the System determine the time for lead to be called back.
- A.
70057 Reschedule - Evening
- B.
70043 Script Problems
- C.
70051 Live Callback Reschedule-Unspecified - TSR
- D.
70050 Live Callback Reschedule-Specified - TSR
- 17.Which Disposition schedules a Call Back between 9am and 12pm?
- A.
70055 Reschedule - Afternoon
- B.
70053 Reschedule - Morning
- C.
70057 Reschedule - Evening
- 18.Which Disposition shedules a Call Back between 12pm and 4pm?
- A.
70055 Reschedule - Afternoon
- B.
70053 Reschedule - Morning
- C.
70057 Reschedule - Evening
- 19.Which Disposition shedules a Call Back between 4pm and 9pm?
- A.
70055 Reschedule - Afternoon
- B.
70053 Reschedule - Morning
- C.
70057 Reschedule - Evening
- 20.Specific Call Back Disposition used when the customer says to call back in a few days.
- A.
70050 Live Callback Reschedule-Specified - TSR
- B.
70059 3 Week Reschedule
- C.
71040 3-5 days reschedule
- D.
70057 Reschedule - Evening
- 21.This disposition is to be used when the customer has been deployed to the Military, is out of the country, if thecustomer requests to be called back in a few weeks, or if the customer is at school for the semester.
- A.
71040 3-5 days reschedule
- B.
70051 Live Callback Reschedule-Unspecified - TSR
- C.
70050 Live Callback Reschedule-Specified - TSR
- D.
70059 3 Week Reschedule
- 22.A Specific Call Back reschedule per customers request in 30 mins. (The person we spoke with requested to be called back in a specific period of time. Echo Path: After 6 or 7: 22)
- A.
70026 Spec Callback - 30 Minutes
- B.
70027 Spec Callback - 1 Hour
- C.
70028 Spec Callback - 2 Hours
- D.
70029 Spec Callback - 4 Hours
- 23.A Specific Call Back reschedule per customers request in one hour. (The person we spoke with requested to be called back in a specific period of time. Echo Path: After 6 or 7: 22)
- A.
70028 Spec Callback - 2 Hours
- B.
70029 Spec Callback - 4 Hours
- C.
70027 Spec Callback - 1 Hour
- D.
70026 Spec Callback - 30 Minutes
- 24.A Specific Call Back reschedule per customers request in 2 hours. (The person we spoke with requested to be called back in a specific period of time. Echo Path: After 6 or 7: 22)
- A.
70026 Spec Callback - 30 Minutes
- B.
027 Spec Callback - 1 Hour
- C.
70029 Spec Callback - 4 Hours
- D.
70028 Spec Callback - 2 Hours
- 25.A Specific Call Back reschedule per customers request in 4 hours. (The person we spoke with requested to be called back in a specific period of time. Echo Path: After 6 or 7: 22)
- A.
70026 Spec Callback - 30 Minutes
- B.
70029 Spec Callback - 4 Hours
- C.
70028 Spec Callback - 2 Hours
- D.
027 Spec Callback - 1 Hour
Questions: 25 | Attempts: 10525 | Last updated: Jan 28, 2013
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