Trivia Quiz On Call Control And Messages!
This is a trivia quiz on the call center and messages. If you are willing to work at a call center, you will be expected to have some etiquette at least, know how to speak to different people, and be professional. Do you think that based on your experience you can tackle the quiz below? Well, try it and find out!
- 1.
How do you document something on a message?
- A.
Tell a supervisor and CNTL Q the message to them.
- B.
Use special function or CNTL T then type the information you need to add
- C.
Depending on the information, type it into the message for the client to see on their faxes.
- D.
Both B and C
- E.
Both A and B
Correct Answer
D. Both B and CExplanation
Although telling your supervisor is sometimes necessary it is not considered as a form of documentingRate this question:
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- 2.
Why is it important to hit return while navigating through your message slip instead of using your arrows or mouse?
- A.
Because mastercards scripting or instructions might not come up correctly if you use arrows instead of return.
- B.
Because the return key is bigger than the arrow keys which makes it easier to use.
- C.
Because the client won’t get the information you are typing unless you hit return.
- D.
There is no difference between return and arrow keys
Correct Answer
A. Because mastercards scripting or instructions might not come up correctly if you use arrows instead of return.Explanation
Most of the programming in our accounts relies on a question to be answered so it will bring up the correct instructions. this is called jumping mastercards. The only way for it to bring up the correct information is to hit return instead of your arrow keys.Rate this question:
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- 3.
What types of information, if any, should you not put in your messages?
- A.
You should type everything word for word as the caller states no matter what.
- B.
Medication names, cuss words
- C.
Order information if the mastercard doesn’t state not to.
- D.
Addresses if the message slip doesn’t ask for it.
Correct Answer
B. Medication names, cuss wordsExplanation
Medication names can be spelled incorrectly and cause legal problems if a patient is given wrong medication. Preferably RX numbers shouldn't be typed either unless the caller is insistant. Cuss words are just not necessary to relay to our client so typing caller using profanity is more professional.Rate this question:
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- 4.
What should be verified when taking down information from a caller?
- A.
Nothing because you don’t want to ask the caller to repeat themselves.
- B.
Names, numbers, addresses and also anything in the message slip you need to clarify.
- C.
Phone numbers only because names are not as important.
- D.
Everything word for word.
Correct Answer
B. Names, numbers, addresses and also anything in the message slip you need to clarify.Explanation
Verification is the key to our success. If we get wrong information from our clients callers then they potentially lose business.Rate this question:
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- 5.
How should information be verified?
- A.
Names of people or streets should be repeated back to the caller verifying letters that sound the same on the phone like T’s and P’s
- B.
Numbers should be repeated back to the callers including numbers in addresses and area codes.
- C.
Nothing should be verified so you don’t upset the caller
- D.
Both A & B
- E.
Both B and C
Correct Answer
D. Both A & BExplanation
Verification is the key to our success. If we get the wrong spelling of email addresses, for example, because we wrote down a letter that sounds similar to what the caller says but isn't accurate, our client can potentially lose a sale or a client because the email won't go through.Rate this question:
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- 6.
After reading the entire mastercard, you are still not sure what to do with a message. You should:
- A.
Go out of rotation and wait for a supervisor no matter how many calls are coming in.
- B.
Ask your neighbor what to do
- C.
Put a 1 minute action on the call if cross connecting is not necessary and send your question to the supervisor and continue to take calls while waiting for a response from your supervisor or dispatcher.
- D.
Use your best judgment and process the call as you see fit.
Correct Answer
C. Put a 1 minute action on the call if cross connecting is not necessary and send your question to the supervisor and continue to take calls while waiting for a response from your supervisor or dispatcher.Explanation
We can potentially be very busy and going out of rotation to wait for a supervisor or going over to the supervisor station can cause unusually high hold times. Most calls (unless you need to cross connect) can wait.Rate this question:
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- 7.
A caller that had called in previously calls in to change their call back phone number, the account uses an intelliform. You find the intelliform message but you don’t see the phone number field on the first page of the intelliform. How do you change the phone number for the caller?
- A.
Hit ALT + NEXT to get the page on the intelliform message that has the phone number then hit EDIT
- B.
Duplicate the message and return through the entire intelliform to find the phone number to change it.
- C.
Start a new intelliform and reenter a new intelliform message asking the caller for all the information again.
- D.
Write down the phone number and ask the supervisor to enter it.
Correct Answer
A. Hit ALT + NEXT to get the page on the intelliform message that has the phone number then hit EDITExplanation
By hitting ALT + NEXT, the user can navigate to the next page of the intelliform message. Once they reach the page that contains the phone number field, they can then hit EDIT to make the necessary changes to the phone number for the caller. This allows the user to directly access the specific page with the phone number field without duplicating or starting a new intelliform.Rate this question:
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- 8.
A client calls in on our check in line for a message we called them about. You find the account and relay the message. What do you do with the message once you relay it?
- A.
Leave the message alone so that we can continue to contact other people on the account.
- B.
Take the action off of the message and hold it for the office.
- C.
Document then deliver the message because the client has received the message so no reason to keep it in the account.
- D.
Fax or Email the message (Depending on what the client prefers) so that the office will get it right away.
Correct Answer
C. Document then deliver the message because the client has received the message so no reason to keep it in the account.Explanation
Most of our clients do not want us to hold the messages in their account because they get a recap in the morning.If the message is not delivered out, they can potentially continue to be called because the action does not go away until you deliver the message or take the action off.Rate this question:
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- 9.
If a caller is calling in just for basic information or they say they will call the office back, you should:
- A.
Create a message form for it
- B.
Never erase information you have already typed and type as much information as possible no matter what
- C.
Try to offer and take a message.
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
We document every call that comes in to our clients accounts. For joint user accounts and they didn't give you any information about what office they were calling, select the first account and the first message slip to document.Rate this question:
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- 10.
After finishing up your message and before you hang up with your caller, you should:
- A.
Check the mastercard to see if you need to cross connect the caller.
- B.
Make sure you verified all names addresses and phone numbers.
- C.
Tell them you will relay the message to the client.
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
Before ending the call, it is important to perform certain tasks. Checking the mastercard to see if cross connecting the caller is necessary ensures that the caller is directed to the appropriate person or department. Verifying all names, addresses, and phone numbers helps to ensure accurate and reliable information. Lastly, informing the caller that you will relay the message to the client assures them that their message will be passed on. Therefore, all of the given options should be done before hanging up with the caller.Rate this question:
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- 11.
If a client or a caller asks you to hold, how long should you wait for them to come back on the line before hanging up?
- A.
Until they come back on the line.
- B.
1 minute for a client and 30 seconds for a caller.
- C.
Never. You shouldn't hold for any callers.
- D.
2 minutes for a client and 1 minutes for a caller
Correct Answer
B. 1 minute for a client and 30 seconds for a caller.Explanation
We should wait some time for callers or clients but 2 minutes is just too long to wait when we have calls coming in.Rate this question:
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- 12.
When cross connecting, is it important to you patch instead of park?
- A.
Yes, because the client can be connected to the wrong caller or the caller can be lost.
- B.
No, because park and patch are both ways to put callers on hold.
- C.
Yes, because patch is closer to the answer key.
- D.
No, park is more important so anyone can pick up your caller.
Correct Answer
A. Yes, because the client can be connected to the wrong caller or the caller can be lost.Explanation
Cross connecting refers to the process of connecting a client to a caller. When cross connecting, it is important to patch instead of park because if the client is connected to the wrong caller, it can lead to confusion and miscommunication. Additionally, if the caller is lost while on hold, it can result in a negative experience for the client. Patching ensures a direct and secure connection between the client and the intended caller, minimizing the chances of any errors or disruptions in communication.Rate this question:
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- 13.
You have finished up taking a non emergency call and have disconnected from your caller but you still have a little bit more to clean up on your message when a new call is presented to you. You:
- A.
Clean up the message quickly and then take the new call coming in.
- B.
Save the message and go to the new call being presented to you.
- C.
Hit NEXT CALL and answer the new call coming in leaving your message in your incompletes.
- D.
Put a 1 minute action on your message and let the dispatcher dispatch the message.
Correct Answer
C. Hit NEXT CALL and answer the new call coming in leaving your message in your incompletes.Explanation
It's always best to try and finish up your messages before disconnecting with your caller; however, calls ALWAYS take priority over incompletes unless it is a time sensative message or you need to cross connect your caller.Rate this question:
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- 14.
A caller is very long winded and you notice that there are quite a few calls coming in. You:
- A.
Find a pause in their conversation and ask them to hold then take other calls.
- B.
Interrupt them by asking the next question you need answered.
- C.
Tell the caller I'm sorry but I have a lot of calls coming in that I need to get to.
- D.
Find a pause in their conversation and politely say "I'm sorry to interrupt but..." and ask the next question or statement you need to make.
Correct Answer
D. Find a pause in their conversation and politely say "I'm sorry to interrupt but..." and ask the next question or statement you need to make.Explanation
It's best to interrupt callers during a pause in their conversation to get the information you need from them instead of telling them we have a lot of calls or rudely cutting them off. these methods make the callers feel rushed and not important. Every caller is important.Rate this question:
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- 15.
The first thing you should say to a caller after the answer phrase is:
- A.
"Sir/Ma'am, I'm with the answering service but I can take a message if you would like."
- B.
"Sir/Ma'am, may I have your name and phone number please?"
- C.
:I'm sorry, the office is closed at the moment but I can take a message if you like."
- D.
"How can I help you?"
Correct Answer
B. "Sir/Ma'am, may I have your name and phone number please?"Explanation
Although How can I help you is good customer service, it leaves the door wide open for long winded callers. Also, our job is to try and get a deliverable message for our clients so we always should try getting a name and number before giving out any information as to where the office might be or who we are.Rate this question:
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- 16.
What is an appropriate saying to use while looking up information and preventing dead air?
- A.
Ummmm.....
- B.
One moment please.
- C.
Bear with me while I look that information up for you.
- D.
Hold on a sec.
Correct Answer
C. Bear with me while I look that information up for you.Explanation
Using slang or ummmm is never professional. One moment please without adding something to it makes it sound like you are placing the caller on hold so the preffered saying would be, "Bear with me while I look that information up for you." Or even, "One moment please while I look that information up for you."Rate this question:
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Current Version
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Mar 21, 2023Quiz Edited by
ProProfs Editorial Team -
Oct 05, 2011Quiz Created by
Jyocca
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