Cpw Bonus Quiz Preston
Test your knowledge on the new Bonus structure, score 100%, and you will have a chance to win an iPod Shuffle!Please ensure that you enter you name in the following way: Full name including CPW added numbers. Ie. Joe Smith 07Also, only your first entry will count, so make sure you give it your all. Good luck!
- 1.When does the new bonus start?
- A.
1st May
- B.
15th May
- C.
1st July
- 2.What percentage of your bonus is your call performance worth?
- 3.How many of your calls will your Team Manger listen to throughout the month for your bonus assessment?
- 4.Which of the following is not one of the key areas you will be assessed on for your call quality performance?
- A.
Connect
- B.
Exploring
- C.
Knowledgeable
- D.
Call Handling Time
- E.
Negotiate and Resolve
- 5.How may questions can be marked on a scale of 0-3?
- 6.How many questions can be marked as a Yes or a No?
- 7.If you receive a 'No' on one of your call assessments, what would be your score for that call?
- A.
0%
- B.
25%
- C.
50%
- 8.If you have 3 or more calls marked as a 0%, you will not receive any bonus for that month. True or False?
- A.
True
- B.
False
- 9.In the call assessment, how is FTF (First Time Fix) scored (refer to the Call Definitions Dictionary)?
- A.
Yes or No
- B.
0 - 3
- 10.Using the Call Definitions Dictionary, which of the following would prevent you from achieving the top score of 3 in the 'Connect' section?
- A.
Overall call sounded positive
- B.
Empathised with the customer
- C.
Used negative language throughout
- 11.Using the Call Definitions Dictionary, which of the following would prevent you from achieving the top score of 3 in the 'Exploring' section?
- A.
Used verbal nods throughout the call
- B.
Interrupted/spoke over customer on occasion
- C.
Sought affirmation from the customer throughout
- 12.Using the 'Conclude and WOW' section of the Call Definitions Dictionary (score band 3), complete the following: 'Customer has opportunity to ________________'
- A.
Address any other issues and queries
- B.
Leave the call unclear and dissatisfied
- C.
Shout and antagonise the advisor
- 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?
- A.
10%
- B.
15%
- C.
20%
- 14.Which of the following must you achieve to qualify for your bonus?
- A.
80% of calls transferred to sales for an upgrade
- B.
80% of calls logged on CMI/CRT
- C.
80% of customer accounts must have care notes added
- 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?
- A.
75%
- B.
80%
- C.
85%
- 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?
- A.
True
- B.
False
- 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?
- A.
True
- B.
False
- 18.Which element of Engage will form part of the TM bonus under the new bonus scheme?
- A.
First Time Fix
- B.
Net Promoter Score
- C.
Knowledge and Expertise
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