The Basics
Call center basics and some knowledge
Product Knowledge
System and Tools
Customer Manager and more
100

What brand created online Gaming and in what year?

What is Bodog in 1994

100
AHT stands for what?
What is Average Handle Time?
100

How many Brands do we service?

What is 6?

100

Name the Topic that we will always select when creating and internal message

What is Service?

100

What are the 3 search tabs that we find on the top of Customer Manager?

What are Player, Wager and Payment?

200

What countries do we service?

What is USA, Canada and Australia

200

Why do customers stay? Name 3

What is Product Quality, Customer Service, Easy Shopping Experience, Pricing, Product Consistency, Value for the money, Product Assortment

200

Name 1 Brand, and the channels under it.

What is (Brand), Channels depending on the brand

200

Name the tool used for internal communication.

What is Mattermost?

200

Name the 3 tags that we are allowed to use.

What are Unlock Account, Crypto Self Lock and Responsible Gaming?

300

What do we consider our top 3 income Generators?

What is NFL, Casino and Poker

300

How many player types do we have?

What is 4?

300

Name the 8 brands that we service.

What is Bovada, Bodog, Ignition Casino, Slots.lv, Cafe Casino, Joe Fortune?

300

Name the tool that we use Manage, Edit and Update a players account.

What is Customer Manager?

300

When do we not leave an internal message? Explain

We always leave an internal message?

400

How many restricted territories do we have in Malta?

What is NONE

400

Name the 4 player types that we have

What is The Irate Customer, The Chatty Customer, The Positive Customer, The Transactional Customer.

400

What is the PSAT score approved during training?

What is 3.70?

400

How many chats are we going to handle in the Cisco Finesse tool? Explain.

What is None? Cisco Finesse is only for AUX status changes

400

Name the tool used to create tickets and what is the timeframe for a ticket?

Whats is JIRA, timeframe is 24-48 hrs
500

What are the countries that we have restricted territories?

What is USA and Canada

500

What do customers want? Name 5

What is Appreciation, Courtesy, Fair Treatment, Honesty, Reliability, Accurate and Complete Information, Understanding.

500

What is the lowest tier we could downgrade a player to?

What is none, because tier levels could only level up

500

Name the tool that is considered "The Bible", and list at least 3 pages that we will always have bookmarked on the left pain under (Space Shortcuts)?

What is WIKI? Deposits and withdrawals, Landing Page, Promotions and Bonuses, Sport Almanac.

500

Not for the average JOE, are you up for it?

Facing the class at the wall, write the numbers from 1 to 9 with your Gluteus

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