Time
How long do you wait on a chat that is non-responsive?
2 mins
What is our written policy on Ready and ACW stats?
Ready score of at least 90% or higher and an ACW score of 20% or lower.
It's the one-word name of the Ben & Jerry's flavor described as; vanilla ice cream with vanilla bean specks
Vanilla
What does QA stand for?
Quality Assurance
The caller places you on hold; how long do you wait?
2 mins
Should answer phrases be stated verbatim?
Yes
What is the only Canadian province without a natural border?
Saskatchewan!
How do you identify yourself when connecting any internal call?
Hi, this _____ from your contact center
Stating the answer phrase within _____ seconds is considered "Good job!"
5 seconds!
Are we allowed to state our role to callers?
No! Except if the caller requests or the script directs that we provide this information.
Originally from Quebec, what food comes from the local French slang word for a “mess”?
Poutine!
Hot, warm, or cold. when transferring to the Spanish line, what kind of transfer do we do?
Warm transfer
How many seconds of dead air is permissible during a call?
10 Seconds!
What will a single error in either a digit or letter of a contact/verification required field result to?
Not Yet!
Canada’s highest mountain is located in which province or territory?
Yukon!
What is the best practice for when a caller declines information?
Put the caller's response in the field.
How many seconds of dead air is considered a "Not Yet"?
Beyond 15 seconds!
If the caller does not automatically provide their last name, what should you do?
Ask for a last name.
How wide is lake Ontario?
85 Km
What percentage is the company's expectation for QA?
80%