1. Understanding Connections Academy/Contact Center Policies And Procedures Quiz
This quiz is to test your comprehension of the structure and general operations of Connections Education and the specific requirements of STS Agents working in the Contact Center. IMPORTANT: Checking more than the indicated number of boxes in select questions will result in 0 (zero) points for the entire question.
- 1.Can you use your cell phone at your desk? Explain why or why not.
- 2.Is it acceptable for an agent to only leave a voice mail, email, or text message to communicate an absence or tardiness? What are the concequences?
- 3.How many minutes in advance can log in to the phone before the start of your shift? Explain.
- 4.Explain the type of services that Connections Education provides.
- 5.(Fill in the Blank) The mission of Connections Academy is to help each student maximize his or her potential and meet the highest performance standards through a?
- 6.What national accreditation does Connections Academy hold?
- A.
National-ED
- B.
Advance-ED
- C.
FERPA
- D.
Education-AD
- 7.When did Connections Academy begin operating its first two schools?
- A.
Fall 2002
- B.
Spring 2001
- C.
Fall 2001
- D.
Spring 2003
- 8.What is the AUX code for break?
- A.
AUX 1
- B.
AUX 9
- C.
AUX 2
- D.
AUX 4
- 9.What must never be sacrificed to meet Average Handle Time (AHT)?
- A.
Service Level
- B.
AUX Time
- C.
Call Quality
- 10.How many US states does International Connections Academy operate in?
- A.
24
- B.
37
- C.
None
- D.
50
- 11.What names are used to refer to the persons who assist Connections Academy enrolled students in their day-to-day activities? (Choose 2)
- A.
Caretaker
- B.
Advisor
- C.
Learning Coach
- D.
Guidance Counselor
- 12.What is the name of Connections Academy's private school?
- 13.Who is the President of Connections Education?
- 14.What is your handle time made up of? (Choose 3)
- A.
Talk Time
- B.
Wrap-up Time (ACW)
- C.
AUX 9 (Personal Time)
- D.
AUX 8 (For Remote Sessions)
- E.
Hold Time
- 15.Where can the Contact Center Agent schedules be located?
- A.
Connexus Virtual Library
- B.
Contact Center Agent Folder
- C.
Verint
- D.
Printed and distributed weekly
- 16.Which department should you contact if you are going to be late or absent from work?
- 17.Which department helps Connections employees with computer issues?
- A.
School Support
- B.
MIS
- C.
Connexus Tech Support
- D.
EMS Support
- 18.What is the name of the instant messaging program used internally at Connections Education?
- A.
Barracuda
- B.
Outlook
- C.
Lync
- D.
AIM
- 19.Indicate which of the following are departments within Connections Education. (Choose 6)
- A.
Student Technical Support (STS)
- B.
Fulfillment
- C.
Teaching
- D.
Application Management
- E.
Compliance
- F.
Tutoring/Guidance
- G.
Returns/Withdrawls
- H.
MIS/Technology
- I.
Educational Development
- J.
School Support
Questions: 30 | Attempts: 3379 | Last updated: Mar 23, 2020
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