KPI Should Know This
On average, a CX Specialist should not be on a call longer than this amount of time
What is 6 minutes
A voucher is good for this many days
What is 365 days
Effective January 1, 2021 all certificants must fulfill one of these as a part of the total 45/60 recertification credits requirement
What is ethics credit
What is 3 weeks
Puerto Rican actress Rita Moreno made history on April 9th, 1962 when she became the first Hispanic woman to win this
What is an Oscar (Best Supporting Actress, for her role as Anita in West Side Story 1961)
These two phone totals determine the Abandonment Rate
What is # of calls taken and # of calls answered/dropped
Regarding taking an exam, a customer who encounters a medical or personal emergency must contact us within this many calendar days of the missed event
What is 30 days
***DOUBLE JEOPARDY*** (Double points awarded if answered correctly. 200 taken if incorrect.)
On exam day a candidate is required to present one original, valid form of this
What is a GOVERNMENT ISSUED ID
As a part of Operational Excellence (one of the 5 CX Key Accountabilities), these should be accurately reported every single day - without having to be reminded at the last minute
What are timecard activities
One of the most notable Hispanic American figures in the movie and music industry, she made her breakthrough performance in the 1997 film entitled "Selena"
Who is Jennifer Lopez
This metric let's us know the % of calls that came to you but that re-routed to one of your colleagues because you took too long to answer
What is % of Calls Serviced
According to the Cert Handbook, refunds for a preparation resource that are part of a BYOB will only be available within this many business days of the application approval date, provided the packaging and material have not been accessed or damaged and pending approval from the vendor who provided such material
What is 10 business days
To schedule an exam appointment a candidate must have this piece of information which is located in their online application summary
What is an their HRCI Eligibility ID
***DOUBLE JEOPARDY*** (Double points awarded if answered correctly. 300 taken if incorrect.)
The type or category of metrics included at the bottom of your monthly CX Scorecard, which let's you see how productive you were on emails and phone calls
What are efficiency metrics
He was an American labor leader and civil rights activist who co-founded the National Farm Workers Association - later the United Farm Workers Labor Union.
Who is Cesar Chavez
This is the number of random emails pulled each month as a part of your Email Response Time Audit
What is 10 emails
A candidate must cancel their scheduled appointment with Pearson Vue at least this many business days before the actual exam date to avoid forfeiting exam eligibility and all associated fees
What is 2 business days
What is a Learning Center account
Along with offering further assistance, and thanking the customer for calling, this should always be provided as a part of your closing - as outlined in your phone quality evaluation form
What is a quick recap
This former professional baseball shortstop and third baseman, businessman, and philanthropist played 22 seasons in Major League Baseball for the Seattle Mariners, Texas Rangers, and New York Yankees.
Who is A-Rod - Alex Rodriguez
***DOUBLE JEOPARDY*** (Double points awarded if answered correctly. 500 taken if incorrect.)
This is HRCI's 2022 Exam Application TARGET GOAL
What is 15,800?
A candidate is considered a "No Show" if they do not cancel their exam in this much time prior to beginning their virtual online proctored session
To recertify these two certifications at least 15 of the 60 hours a customer earns must add to their knowledge of their organization and how it operates
What is SPHR and SPHRi
This form must be completed for all customers wishing to purchase exams in large quantities
What is the Bulk Voucher Quote Request form
Ellen Ochoa, who is the first Hispanic American director of the Johnson Space Center, first made her mark in 1993 by becoming the first Hispanic American woman to do this?
What is travel out of space?