CSR 3 Responsibilities

10 Questions

Settings
Please wait...
CSR Quizzes & Trivia

A CSR 3's responsibility are ? ? ? ? See how may you can answer without looking them up. Once you have done that, then look up the ones you don't feel really confident about. I know you all do this job every day, but putting it in writing. . . Another thing all together. Ask each other, check your resources. I'm sure you will all get 100%.


Questions and Answers
  • 1. 
    What are the two major computer systems used to manage the Center's performance in call processing?
    • A. 

      IEX Total View and ADDs

    • B. 

      ADDs and Avaya CMS

    • C. 

      Avaya CMS and CIP

    • D. 

      IEX Total View and Avaya CMS

  • 2. 
    Are CSR 3's required to get approval to extend shifts?
    • A. 

      Yes

    • B. 

      No

  • 3. 
    Is one of the primary duties of the Shift Coordinator to contact regional managers with dispatching issues?
    • A. 

      No

    • B. 

      Yes

  • 4. 
    When the shift coordinator is logging attendance exceptions, what is considered late?
    • A. 

      Three minutes

    • B. 

      Four minutes

    • C. 

      Any time past the CSR's scheduled start time

    • D. 

      Four mintes past the time they stated they would be late.

  • 5. 
    Describe the conditions that determine when the traffic light should be set to red.
    • A. 

      Service Level rises past 85 and we have several CSRs available for more than 10 minutes.

    • B. 

      Service Level drops below 75% for two 1/2 hour intervals and 20 or more calls in Queue.

    • C. 

      Service Level drops below 80% for four 1/2 hour intervals and 10 or more calls in Queue

    • D. 

      Service Level rises past 80 and we have several CSRs available for more than 20 minutes

  • 6. 
    • A. 

      Service Level for any given 24 hour intervals, number of calls that are in queue and the number of CSR's available to take calls

    • B. 

      Service Level for any given 1/2 hour interval, number of calls in queue and number of CSR's available to take calls

    • C. 

      Service Level for any given 1/4 hour interval, number of calls in queue and number of CSR's available to take calls

    • D. 

      Service Level for any given 1/2 hour interval, number of calls in queue and number of CSR's needed to send home/call in

  • 7. 
    A CSR who refuses to comply with a legitimate work related request from a Shift Coordinator can be asked to sign out and leave the Call Center.
    • A. 

      TRUE

    • B. 

      FALSE

  • 8. 
    For a new Suburban Cylinder Express customer what are the two most important pieces of information that we need to obtain?
    • A. 

      Name and Address

    • B. 

      E mail address and telephone number

    • C. 

      Zip code and "how did they hear about us"

    • D. 

      Tank size and location

  • 9. 
    • A. 

      Franchisee name field

    • B. 

      Coupon field

    • C. 

      Fundraiser field

    • D. 

      Additional tank field

  • 10. 
    When should a lead pager contact a CSC Manager?
    • A. 

      No Response from OCP or No On Call Schedule

    • B. 

      OCP has too many calls or No On Call Schedule

    • C. 

      No Response from OCP or Customer calls back