Post Call Survey Quiz

10 Questions | Total Attempts: 266

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Post Call Survey Quiz

This quiz will test your knowledge of the Post Call Survey process


Questions and Answers
  • 1. 
    What two types of surveys will be conducted?
    • A. 

      Cold Transfer and Warm Transfer Surveys

    • B. 

      Come On In and Satisfaction Surveys

    • C. 

      Open-ended and Closed-ended Surveys

  • 2. 
    True or False: Post Call Surveys will be offered to ALL callers unless there is a special exception.
    • A. 

      True

    • B. 

      False

  • 3. 
    True or False:  Callers will be randomly sent to one of the two types of surveys
    • A. 

      True

    • B. 

      False

  • 4. 
    Which survey type is going to measure the caller's level of satisfaction with us as a Company?
    • A. 

      Come on In Survey

    • B. 

      Satisfaction Survey

    • C. 

      Both Surveys

    • D. 

      We are not currently measuring that

  • 5. 
    True or False:  Both surveys offer a Spanish option
    • A. 

      True

    • B. 

      False

  • 6. 
    Select the option that has the appropriate steps for sending a caller into the survey
    • A. 

      Select Transfer; Enter the 7 digit code, Hit Transfer again

    • B. 

      Select Conference, Enter the 7 digit code, Conference member in to take the survey

    • C. 

      Provider the caller with the 7 digit code to call and give them your agent ID so you get credit

    • D. 

      Select Transfer; Enter the 7 digit code, Enter agent id; Hit transfer again

  • 7. 
    True or False: Supervisors will receive an alert for all surveys
    • A. 

      True

    • B. 

      False

  • 8. 
    What happens if an Associate does not have any survey scores for the month?
    • A. 

      The Associate will receive perfect scores on all of their calls

    • B. 

      Their scores will be based on the auditor driven score like normal.

    • C. 

      The Associate will receive failing scores on their calls

  • 9. 
    Which of the following are times when it would be acceptable to NOT offer the survey?
    • A. 

      Call is being transferred to another department

    • B. 

      Caller in ER/Urgent Situation/Suicide Calls

    • C. 

      When you are trying to be on time to lunch

    • D. 

      Caller requests a call back with an answer/resolution to their issue

  • 10. 
    What is the maximum score that an associate can receive if they do not offer the survey?
    • A. 

      64.14%

    • B. 

      0%

    • C. 

      97.1%

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