Bsc New Hire Training (Week 1, Day 1)
Take this quiz to see how familiar you are with the first day's material.
Questions and Answers
- 1.
Name:
- 2.
What is the BSC?
- A.
BYU-Idaho Student Center
- B.
BYU-Idaho Student Support
- C.
BYU-Idaho Support Center
- D.
I don't know what the BSC is
Correct Answer
C. BYU-Idaho Support CenterExplanation
We are the General Support Center for the entire school. We direct students to the correct resources and activities around campus.Rate this question:
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- 3.
What is the BSC's Mission Statement?
- A.
Supporting and simplifying the student experience.
- B.
The same as BYU-Idaho's.
- C.
Bring to pass the immortality and eternal life of man.
- D.
We create happiness by providing the finest in entertainment for people of all ages, everywhere.
Correct Answer
A. Supporting and simplifying the student experience.Explanation
Each department in the BSC helps to create the best service for the students of BYU-Idaho.Rate this question:
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- 4.
What is the BSC's Key Values in order?
- A.
Safety, Kindness, Efficiency, Accuracy
- B.
Courtesy, Accuracy, Safety, Efficiency
- C.
Accuracy, Efficiency, Kindness, Safety
- D.
Safety, Courtesy, Accuracy, Efficiency
Correct Answer
D. Safety, Courtesy, Accuracy, EfficiencyExplanation
These are in order of importance while giving customer service. Just remember the acronym SCAE. We want the best quality given, but that shouldn't come at the cost of your feeling of safety or theirs.Rate this question:
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- 5.
Which one of following displays an agent NOT upholding safety in the office?
- A.
Agent is well versed in the BSC's Emergency Protocol.
- B.
Agent upholds FERPA when parents call in.
- C.
Agent hangs up on a customer for using foul language with them.
- D.
Agent yells back at a customer yelling at them.
Correct Answer
D. Agent yells back at a customer yelling at them.Explanation
The correct answer is "Agent yells back at a customer yelling at them". This answer is correct because it demonstrates an agent not upholding safety in the office. Yelling back at a customer can escalate the situation and create an unsafe and hostile environment. It is important for agents to maintain professionalism and handle difficult situations calmly and respectfully.Rate this question:
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- 6.
Which one of following displays an agent upholding courtesy in the office?
- A.
Agent tells a customer that the crossroads is in the MC
- B.
Agent remains calm even though the customer is frustrated.
- C.
Agent tells customer how frustrating it is that Financial Aid doesn't take calls.
- D.
Agent doesn't remember the customers name.
Correct Answer
B. Agent remains calm even though the customer is frustrated.Explanation
The correct answer is "Agent remains calm even though the customer is frustrated." This option demonstrates an agent upholding courtesy in the office by maintaining a calm and composed demeanor despite the customer's frustration. It shows that the agent is able to handle difficult situations with professionalism and empathy, which is an important aspect of providing good customer service.Rate this question:
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- 7.
Which one of following displays an agent NOT upholding accuracy in the office?
- A.
Agent uses the Knowledge Base (KB) to verify information.
- B.
Agent listens to advice from another co-worker even though it doesn't say it anywhere in the Knowledge Base (KB).
- C.
Agent attends trainings.
- D.
Agent has reviewed the customer's account and has asked clarifying questions.
Correct Answer
B. Agent listens to advice from another co-worker even though it doesn't say it anywhere in the Knowledge Base (KB).Explanation
The correct answer is "Agent listens to advice from another co-worker even though it doesn't say it anywhere in the Knowledge Base (KB)." This answer suggests that the agent is not upholding accuracy in the office because they are relying on information that is not supported by the Knowledge Base, which is a reliable source of information. By accepting advice from a co-worker without verifying it in the KB, the agent may be spreading incorrect information or making decisions based on inaccurate data.Rate this question:
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- 8.
Which of following displays an agent NOT upholding efficiency in the office? (Select all that apply.)
- A.
Agent keeps the customer on hold for a little longer while they talk to a co-worker about their date last night.
- B.
Agent completes a form for each phone call.
- C.
Agent only transfers to Level 2 if It says in the Knowledge Base (KB).
- D.
Agent declines a few phone calls to answer a call on their personal cell phone.
Correct Answer(s)
A. Agent keeps the customer on hold for a little longer while they talk to a co-worker about their date last night.
D. Agent declines a few phone calls to answer a call on their personal cell phone.Explanation
The agent keeping the customer on hold for a little longer while they talk to a co-worker about their date last night is not upholding efficiency in the office because they are prioritizing personal conversations over attending to the customer's needs promptly. Similarly, the agent declining a few phone calls to answer a call on their personal cell phone is also not upholding efficiency as they are prioritizing personal calls over attending to customer calls. Both actions result in delays and distractions that hinder efficient customer service.Rate this question:
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- 9.
T/F: This training period is a probationary period.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement suggests that the training period is also a probationary period. This means that during the training period, the individual's performance and suitability for the job will be evaluated, and their employment status may be determined based on this assessment. Therefore, the correct answer is True.Rate this question:
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- 10.
T/F: I can wear sweat pants to work if I work in the Contacts Center in the morning or night shifts.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The statement is false because it suggests that wearing sweat pants to work is allowed in the Contacts Center during morning or night shifts. However, it is generally expected that employees dress professionally in most workplaces, including contact centers. Sweat pants are typically considered casual attire and may not be appropriate for a professional work environment. Therefore, the correct answer is false.Rate this question:
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- 11.
T/F: While in training I get one verbal warning and then, if I continue to cause problems, I am put on final probation.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
In this scenario, the statement is stating that during training, if an individual receives one verbal warning and continues to cause problems, they will be put on final probation. The correct answer is True, indicating that the statement is accurate. This implies that there is a specific disciplinary process in place during training, where a verbal warning is given initially and further misconduct can lead to being placed on final probation.Rate this question:
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- 12.
What work does our Outreach team primarily do? (Select all that apply.)
- A.
Emails
- B.
Get Connected
- C.
LiveChats
- D.
Marketing
Correct Answer(s)
A. Emails
C. LiveChatsExplanation
The Outreach team primarily focuses on two main tasks: sending emails and engaging in LiveChats. Sending emails allows them to communicate with clients, potential customers, and other stakeholders effectively. LiveChats provide a real-time platform for instant communication, allowing the team to address queries, provide support, and build relationships with customers. While "Get Connected" and "Marketing" could be part of the team's responsibilities, the question asks for the primary work, and based on the options provided, Emails and LiveChats are the most significant tasks.Rate this question:
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- 13.
What work does our R2S2 team do?
- A.
Maintains TD and Organizes Data for the Support Center
- B.
Follow up on Customer Experience Surveys.
- C.
Emails
- D.
All of the above
Correct Answer
A. Maintains TD and Organizes Data for the Support CenterExplanation
The R2S2 team is responsible for maintaining TD (Technical Documentation) and organizing data for the Support Center. This means that they are in charge of keeping the technical documentation up to date and ensuring that data is properly organized and accessible for the support team. They may also follow up on customer experience surveys and handle emails, but their main focus is on maintaining TD and organizing data.Rate this question:
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- 14.
What work does our Customer Experience (CX) team do? (Select all that apply.)
- A.
Meet with Department Partners
- B.
Market the BSC
- C.
Customer Surveys
- D.
Knowledge Base (KB) Maintenance
Correct Answer(s)
A. Meet with Department Partners
B. Market the BSC
C. Customer Surveys
D. Knowledge Base (KB) MaintenanceExplanation
The Customer Experience (CX) team is responsible for a variety of tasks. They meet with department partners to collaborate and align on customer experience initiatives. They also market the BSC (presumably the company's Balanced Scorecard) to ensure that all stakeholders are aware of the company's goals and objectives. Customer surveys are conducted by the CX team to gather feedback and insights from customers, which can be used to improve the overall customer experience. Lastly, the team maintains the Knowledge Base (KB), which is a repository of information and resources that help support customer service and provide solutions to common issues.Rate this question:
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- 15.
T/F: The Help Desk (Lost and Found) is part of the BSC.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The Help Desk (Lost and Found) is part of the BSC. This means that the Help Desk, which handles lost and found items, is an integral part of the BSC organization. It suggests that the BSC is responsible for managing and overseeing the Help Desk's operations and services.Rate this question:
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- 16.
If you feel you have been sexually harassed in the work place, who can you talk to?
- A.
Your Team Lead
- B.
Your Senior Lead
- C.
The Contacts Center Coordinator
- D.
A full-time faculty member
- E.
All of the above
Correct Answer
E. All of the aboveExplanation
If an individual feels they have been sexually harassed in the workplace, they can talk to their Team Lead, Senior Lead, Contacts Center Coordinator, or a full-time faculty member. This suggests that there are multiple avenues for reporting and seeking support in such situations, ensuring that the person affected has several options to choose from based on their comfort level and relationship with these individuals.Rate this question:
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- 17.
If I feel like I'm being sexually harassed, I should just stay calm and not make a big deal about it.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
It is important to address and report any instances of sexual harassment, rather than staying calm and not making a big deal about it. Sexual harassment is a serious issue that can have negative effects on the victim's well-being and mental health. By speaking up and taking action, individuals can protect themselves and create a safer environment for others. Staying silent may perpetuate the problem and allow the harasser to continue their inappropriate behavior.Rate this question:
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