Post Call Survey Quiz

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
Correct Answer
B. Come On In and Satisfaction Surveys

Explanation
The two types of surveys that will be conducted are "Come On In" and "Satisfaction" surveys.

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2.

True or False: Post Call Surveys will be offered to ALL callers unless there is a special exception.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
Post Call Surveys are offered to ALL callers unless there is a special exception. This means that every caller will have the opportunity to participate in a post-call survey after their call, unless there are specific circumstances that prevent them from doing so.

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3.

True or False: Callers will be randomly sent to one of the two types of surveys
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
Callers will be randomly sent to one of the two types of surveys means that there are two types of surveys available and callers will be assigned to one of them randomly. This implies that the statement is true.

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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
Correct Answer
B. Satisfaction Survey

Explanation
The correct answer is "Satisfaction Survey". This survey type is specifically designed to measure the caller's level of satisfaction with the company. It focuses on gathering feedback and opinions from customers regarding their experience with the company's products or services. By conducting a satisfaction survey, the company can gain valuable insights into areas that need improvement and identify areas of strength. This type of survey helps the company understand customer satisfaction levels and make necessary changes to enhance the overall customer experience.

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5.

True or False: Both surveys offer a Spanish option
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
The given answer is true because it states that both surveys offer a Spanish option. This means that both surveys provide the option to be completed in the Spanish language.

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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
Correct Answer
D. Select Transfer; Enter the 7 digit code, Enter agent id; Hit transfer again

Explanation
The appropriate steps for sending a caller into the survey are to select Transfer, enter the 7 digit code, enter agent ID, and hit transfer again. This ensures that the caller is transferred to the survey while also giving credit to the agent for their assistance.

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7.

True or False: Supervisors will receive an alert for all surveys
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
Supervisors will not receive an alert for all surveys. This means that the statement is false. The explanation for this is that supervisors typically only receive alerts for specific surveys that require their attention or action. They may receive alerts for surveys that have certain criteria or meet certain conditions, but they will not receive alerts for every single survey that is conducted.

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

Explanation
If an Associate does not have any survey scores for the month, their scores will be based on the auditor driven score like normal. This means that the Associate's performance will be evaluated based on the scores given by auditors during the evaluation process. The absence of survey scores does not exempt the Associate from being assessed, and the auditor driven score will be used as a substitute for the missing survey scores.

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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
Correct Answer(s)
A. Call is being transferred to another department
B. Caller in ER/Urgent Situation/Suicide Calls
D. Caller requests a call back with an answer/resolution to their issue

Explanation
It would be acceptable to not offer the survey in these situations because the caller's needs and urgency take priority. When a call is being transferred to another department, it is important to focus on ensuring a smooth transition rather than interrupting with a survey. Similarly, when a caller is in an emergency or urgent situation, such as in the ER or dealing with a suicide call, their immediate needs should be addressed instead of asking for feedback. Additionally, if a caller specifically requests a call back with an answer or resolution to their issue, it is more important to prioritize providing the requested assistance rather than conducting a survey.

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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%
Correct Answer
A. 64.14%

Explanation
The maximum score that an associate can receive if they do not offer the survey is 64.14%. This means that if they choose not to participate in the survey, they can still receive a score of up to 64.14% based on other factors or criteria.

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Post Call Survey Quiz

What two types of surveys will be conducted?

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

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

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

True or False: Both surveys offer a Spanish option

Select the option that has the appropriate steps for sending a caller into the survey

True or False: Supervisors will receive an alert for all surveys

What happens if an Associate does not have any survey scores for the month?

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

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