Ld Symptom And Category Quiz

10 Questions

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Ld Symptom And Category Quiz

Objective: To help the agent achieve the standard QA implemented by the company. This will give us a chance to determine more areas of improvement when it comes to providing exceptional quality at all times.


Questions and Answers
  • 1. 
    IBIS HotelProblem: Guest can't connect - error message "Access Forbidden".Summary of the Call: Check system - having multiple issues in AU hotel's (ref# 451966). Informed guest about it. Advised guest to use the connection later. Guest acknowledged.
    • A. 

      Nomadix Gateway

    • B. 

      IBIS

    • C. 

      None of the above

  • 2. 
    IBIS Hotel Summary of the Call: Guest initially inquired for UN and PW. Advised guest to subscribe first via cable to generate the UN and PW for wireless roaming.  Guest tried the cable but can get through as he was prompted to call intertouch. Check system - port was set to Admin port. Spoke Ms Linda/Lounge and was advised to change the port to chargeable. Updated the system. Called the guest back. Refresh browser. Welcome page appeared. Guest managed to purchase the connection.
    • A. 

      HSIA-Guest - Hotel Requests - Hotel Requested Changes

    • B. 

      HSIA-Guest - Enquiries - Special Pricing Requests

    • C. 

      HSIA-Guest - Enquiries - Billing Enquiries

  • 3. 
    IBIS Hotel Summary of the Call: Guest can't get through 'start surfing page'. Check system - status was STARTED. Check browser - disable pop-up blocker. Refresh browser. Guest was able to get through but was prompted with different name on the screen.  Guest denied for the name registered on the screen. Spoke to Mr Turan/FD, staff verified the information. Updated guest lastname in the CFM. Called the guest back, informed that update was done. Guest acknowledged. No further assistance needed.  Resolved
    • A. 

      Unable to browse some websites

    • B. 

      No Purchase Page

    • C. 

      Looping Purchase Page

  • 4. 
    MLCBB HotelSummary of the Call: No Physical Connection. Advised to unplugged/replugged the cable to no avail. While agent was trying to troubleshoot guest refused-mentioned that she will play around with it  and callback for further assistance
    • A. 

      Closed/Unresolved

    • B. 

      Pending

    • C. 

      Resolved

  • 5. 
    2nd Call Script would fall under what QA Guidelines?
    • A. 

      Greetings

    • B. 

      Acknowledgment

    • C. 

      Call Close/Transfer

  • 6. 
    Dead air max of 29 seconds would fall under what QA Guidelines?
    • A. 

      Professional Conduct Issue

    • B. 

      Hold

    • C. 

      Listening Basics

  • 7. 
    Fabricating information entered into systems falls under what category?
    • A. 

      Professional Conduct

    • B. 

      Documentation

    • C. 

      Positive Response

  • 8. 
    Providing ticket number to the caller would fall under what category?
    • A. 

      Call Management

    • B. 

      Documentation

    • C. 

      Professional Conduct

  • 9. 
    The agents have ___ minute/s to finish their notes after the call.  If they fail to change their status beyond the time given, they will be marked down on Call Management.
    • A. 

      1 minute

    • B. 

      2 minutes

    • C. 

      3 minutes

  • 10. 
    Agents need to speak up within 5 seconds as they receive a call, should they fail to do that, and they will be marked down on ______.
    • A. 

      Greeting

    • B. 

      Professional Conduct

    • C. 

      Call Management