Cc Knowledge Check - Call Handling Procedure

10 Questions | Total Attempts: 38

SettingsSettingsSettings
Please wait...
Cc Knowledge Check - Call Handling Procedure

Questions and Answers
  • 1. 
    Based on the call handling procedure we discussed, the following must be verified during the onset of a call except
    • A. 

      Date of Birth

    • B. 

      Employee ID

    • C. 

      Base Office Location

    • D. 

      Phone Number

  • 2. 
    True or False? The call will proceed if the caller is unable to verify his identity.
    • A. 

      True

    • B. 

      False

  • 3. 
    What additional information must be verified before giving out sensitive information about a member?
    • A. 

      Base Office Location

    • B. 

      Middle Name

    • C. 

      Home Address or Zip Code

    • D. 

      All of the above

  • 4. 
    True or False? You must provide the Case ID to the caller if you created the case in HR Service Center.
    • A. 

      True

    • B. 

      False

  • 5. 
    Before closing any call, what must you ask if you provided a solution to answer a caller's query?
    • A. 

      Is there anything else?

    • B. 

      How are you doing?

    • C. 

      Have I resolved your issue today?

  • 6. 
    When a VIP calls in, you must create a case in what priority level and agreement?
    • A. 

      Medium Priority Level, High Priority Agreement

    • B. 

      High Priority Level, High Priority Agreement

    • C. 

      Medium Priority Level, Medium Priority Agreement

    • D. 

      High Priority Level, Medium Priority Agreement

  • 7. 
    When a legacy Logica manager calls in regarding a classic CGI member, the CCA must create a case in
    • A. 

      HRSC

    • B. 

      BPM/WAT

    • C. 

      SAP

    • D. 

      NJOYN

  • 8. 
    This page on HR Service Center provides the required information about the caller, that must be validated during member verification.
    • A. 

      HR HelpDesk Agent Dashboard

    • B. 

      HRHD 360-Degree View

    • C. 

      My Worklist

  • 9. 
    What should be observed when you place a call on hold?
    • A. 

      Inform, Thank, Estimate, Acknowledge

    • B. 

      Inform, Endorse, Allow, Thank

    • C. 

      Inform, Estimate, Acknowledge, Thank

  • 10. 
    True or False? You must end a call immediately if the caller displayed inappropriate behavior.
    • A. 

      True

    • B. 

      False

Back to Top Back to top