CPW Bonus Quiz Preston

2.

What percentage of your bonus is your call performance worth?

Explanation
The given answer states that the call performance is worth 80% of the bonus. This means that 80% of the bonus amount is determined by the performance in calls. It implies that the better the call performance, the higher the bonus will be.

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3.

How many of your calls will your Team Manger listen to throughout the month for your bonus assessment?

Explanation
The team manager will listen to 10 of your calls throughout the month for your bonus assessment. This suggests that the bonus assessment is based on the quality of your calls and the team manager wants to evaluate your performance by listening to a representative sample of your calls.

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4.

Which of the following is not one of the key areas you will be assessed on for your call quality performance?

Connect
Exploring
Knowledgeable
Call Handling Time
Negotiate and Resolve

Correct Answer

A. Call Handling Time

Explanation

Call Handling Time is not one of the key areas you will be assessed on for your call quality performance. The other options - Connect, Exploring, Knowledgeable, and Negotiate and Resolve - are all areas that are typically evaluated to assess call quality performance. Call Handling Time refers to the duration of a call, and while it may be important for efficiency purposes, it is not necessarily indicative of the quality of the call.

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5.

How may questions can be marked on a scale of 0-3?

Correct Answer
9
Nine

Explanation
The question asks about the number of questions that can be marked on a scale of 0-3. The answer is 9 or "Nine" because there are 9 possible options on the scale of 0-3.

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6.

How many questions can be marked as a Yes or a No?

Correct Answer
5
Five

Explanation
The answer to the question is 5 or Five because the question asks how many questions can be marked as a Yes or a No. Since there are 5 options given, all of them can be marked as a Yes or a No, resulting in a total of 5 questions.

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7.

If you receive a 'No' on one of your call assessments, what would be your score for that call?

0%
25%
50%

Correct Answer

A. 0%

Explanation

If you receive a 'No' on one of your call assessments, your score for that call would be 0%. This means that you did not meet the criteria or requirements for a successful call assessment and did not receive any points or credit for that particular call.

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8.

If you have 3 or more calls marked as a 0%, you will not receive any bonus for that month. True or False?

True
False

Correct Answer

A. True

Explanation

If an employee has 3 or more calls marked as a 0%, it means that they have not met the required performance standards for those calls. Therefore, they will not receive any bonus for that month. This implies that the statement "If you have 3 or more calls marked as a 0%, you will not receive any bonus for that month" is true.

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9.

In the call assessment, how is FTF (First Time Fix) scored (refer to the Call Definitions Dictionary)?

Yes or No
0 - 3

Correct Answer

A. Yes or No

Explanation

In the call assessment, the FTF (First Time Fix) is not scored on a scale of 0-3. Instead, it is scored with a simple "Yes" or "No" response. This means that the FTF is either achieved (Yes) or not achieved (No) during the call assessment.

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10.

Using the Call Definitions Dictionary, which of the following would prevent you from achieving the top score of 3 in the 'Connect' section?

Overall call sounded positive
Empathised with the customer
Used negative language throughout

Correct Answer

A. Used negative language throughout

Explanation

Using negative language throughout the call would prevent you from achieving the top score of 3 in the 'Connect' section. This is because using negative language creates a negative atmosphere and can lead to a poor customer experience. Empathizing with the customer and having an overall positive tone are both important factors in building a good connection with the customer. However, using negative language throughout the call can undermine these efforts and hinder your ability to achieve a high score.

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11.

Using the Call Definitions Dictionary, which of the following would prevent you from achieving the top score of 3 in the 'Exploring' section?

Used verbal nods throughout the call
Interrupted/spoke over customer on occasion
Sought affirmation from the customer throughout

Correct Answer

A. Interrupted/spoke over customer on occasion

Explanation

Interrupting or speaking over the customer on occasion would prevent you from achieving the top score of 3 in the 'Exploring' section. This behavior shows a lack of active listening and respect for the customer's input and can hinder effective communication. It is important to allow the customer to speak without interruption and give them the opportunity to fully express their thoughts and concerns.

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12.

Using the 'Conclude and WOW' section of the Call Definitions Dictionary (score band 3), complete the following: 'Customer has opportunity to ________________'

Address any other issues and queries
Leave the call unclear and dissatisfied
Shout and antagonise the advisor

Correct Answer

A. Address any other issues and queries

Explanation

The 'Conclude and WOW' section of the Call Definitions Dictionary states that the customer has the opportunity to address any other issues and queries. This means that the customer can bring up any additional concerns or questions they may have during the call. This shows that the company values customer satisfaction and wants to ensure that all of the customer's needs are addressed before ending the call.

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13.

What percentage of your bonus will be based upon an operational focus and will be communicated to you at the start of each bonus month?

10%
15%
20%

Correct Answer

A. 20%

Explanation

The given answer of 20% suggests that the percentage of the bonus that will be based upon an operational focus and communicated at the start of each bonus month is 20%. This means that a portion of the bonus will be determined by the employee's performance in operational areas and will be made known to them at the beginning of each month when the bonus is applicable.

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14.

Which of the following must you achieve to qualify for your bonus?

80% of calls transferred to sales for an upgrade
80% of calls logged on CMI/CRT
80% of customer accounts must have care notes added

Correct Answer

A. 80% of calls logged on CMI/CRT

Explanation

To qualify for the bonus, the individual must achieve 80% of calls logged on CMI/CRT. This means that out of all the calls received, 80% of them must be properly logged on the CMI/CRT system. The other options, such as transferring calls to sales for an upgrade or adding care notes to customer accounts, are not mentioned as requirements for the bonus.

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15.

You have logged 80% of your calls on CMI and you have achieved the 20% Variable Element. In May, what overall percentage score do you need to achieve on your call quality assessment to gain Stretch Bonus of £450.00?

75%
80%
85%

Correct Answer

A. 85%

Explanation

To calculate the overall percentage score needed to achieve the Stretch Bonus, we need to consider that 80% of the calls have already been logged on CMI and a 20% Variable Element has been achieved. This means that the remaining 20% of the calls will contribute to the overall score. To calculate the required score, we can subtract the achieved score (80%) from 100% and divide the result by the remaining percentage (20%). This gives us 20 divided by 20, which equals 1. Therefore, to achieve the Stretch Bonus, a score of 100% is required. Since 85% is higher than 100%, it is not possible to achieve the Stretch Bonus with an overall percentage score of 85%.

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16.

In May, you can receive a part bonus if you log 80% of your calls on CMI, achieve an overall call quality percentage of 75% but miss on your 20% Variable Element. True or false?

True
False

Correct Answer

A. True

Explanation

In May, if you log 80% of your calls on CMI and achieve an overall call quality percentage of 75%, you will receive a part bonus. The statement does not mention anything about missing on the 20% Variable Element, so it is not a requirement for receiving the bonus. Therefore, the answer is true.

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17.

You can achieve partial bonus if you log 80% of your calls on CMI, achieve your 20% Variable Element but miss on your call quality. True or False?

True
False

Correct Answer

A. False

Explanation

It is not possible to achieve a partial bonus if you miss on call quality. The question states that you can achieve partial bonus if you log 80% of your calls on CMI and achieve your 20% Variable Element, but it does not mention anything about call quality. Therefore, it is not possible to determine if call quality is a factor in determining the bonus.

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18.

Which element of Engage will form part of the TM bonus under the new bonus scheme?

First Time Fix
Net Promoter Score
Knowledge and Expertise

Correct Answer

A. Net Promoter Score

Explanation

The Net Promoter Score (NPS) will form part of the TM bonus under the new bonus scheme. NPS is a measure of customer loyalty and satisfaction, calculated based on the responses to a single question: "On a scale of 0-10, how likely are you to recommend our company to a friend or colleague?" This score is used to gauge the overall customer experience and the likelihood of customers promoting the company to others. Including NPS in the bonus scheme suggests that the company values and rewards efforts to improve customer satisfaction and loyalty.

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Cpw Bonus Quiz Preston

When does the new bonus start?

Quiz Preview

What percentage of your bonus is your call performance worth?

How many of your calls will your Team Manger listen to throughout the month for your bonus assessment?

Which of the following is not one of the key areas you will be assessed on for your call quality performance?

How may questions can be marked on a scale of 0-3?

How many questions can be marked as a Yes or a No?

If you receive a 'No' on one of your call assessments, what would be your score for that call?

If you have 3 or more calls marked as a 0%, you will not receive any bonus for that month. True or False?

In the call assessment, how is FTF (First Time Fix) scored (refer to the Call Definitions Dictionary)?

Using the Call Definitions Dictionary, which of the following would prevent you from achieving the top score of 3 in the 'Connect' section?

Using the Call Definitions Dictionary, which of the following would prevent you from achieving the top score of 3 in the 'Exploring' section?

Using the 'Conclude and WOW' section of the Call Definitions Dictionary (score band 3), complete the following: 'Customer has opportunity to ________________'

What percentage of your bonus will be based upon an operational focus and will be communicated to you at the start of each bonus month?

Which of the following must you achieve to qualify for your bonus?

You have logged 80% of your calls on CMI and you have achieved the 20% Variable Element. In May, what overall percentage score do you need to achieve on your call quality assessment to gain Stretch Bonus of £450.00?

In May, you can receive a part bonus if you log 80% of your calls on CMI, achieve an overall call quality percentage of 75% but miss on your 20% Variable Element. True or false?

You can achieve partial bonus if you log 80% of your calls on CMI, achieve your 20% Variable Element but miss on your call quality. True or False?

Which element of Engage will form part of the TM bonus under the new bonus scheme?