AWESOME CX
HISTORY
HISTORY
What does “CX” in Awesome CX stand for?
In Awesome CX, the abbreviation “CX” stands for Customer Experience.
Double Points: If correct, the points earned doubles; if incorrect, lose 100 points.
What does CSR stand for in a call center?
Customer Service Representative.
Point Donation: Give 200 of your points to another team.
What does AHT stand for?
Average Handle Time
Leader Bomb: The highest-scoring team loses 300 points.
What does IT stand for?
Information Technology
Comeback Bonus: The lowest-scoring team earns an extra 200 points.
What does QA stand for in a call center?
Quality Assurance
Score Wipe: The answering team's score resets to zero.
What year or month did Awesome CX begin at MTS Matina?
Awesome CX (formerly known as Awesome OS) officially opened its site at Matina Town Square (MTS) in January 2019.
What does BPO stand for?
Business Process Outsourcing
Score Lock: Protect the answering team's score from one future penalty.
A representative handles 20 calls in 100 minutes. What is the AHT?
5 minutes per call
Self-Bomb: The answering team loses 200 points.
What does VPN Stand for?
Virtual Private Network
Score Roulette: Randomly select two teams to exchange scores.
What does SOP stand for in a call center?
Standard Operating Procedure
Bonus +300
Which company acquired Awesome OS?
Transcom
All-Bomb: Wrong answer = every team loses 100 points. Correct answer = the active team earns 500 points.
What does SLA stand for?
Service Level Agreement
Team Bonus: Every team receives 100 points.
A team answers 80 calls within the target threshold out of 100 offered calls. What is its service level?
80%
Score Wipe: The answering team's score resets to zero.
Which Windows keyboard shortcut locks a computer?
Windows+L
Triple Points: The question is worth three times its original value.
What does NPS stand for?
Net Promoter Score
Lucky Bonus: Draw a random bonus of 100, 200, or 500 points
What year was Awesome OS founded?
Awesome OS was founded in 2006.
Swap Points: The team may choose another team's score to swap with. If correct, the swap occurs; if incorrect, lose 400 points.
What listening technique involves repeating a customer's concern in your own words?
Paraphrasing
Swap Points: Swap the answering team's entire score with another team's score.
A team resolves 45 out of 60 eligible contacts on the first contact. What is its FCR?
75%
Score Transfer: Transfer up to 300 points from one team to another.
What does MFA stand for in account security?
Multi-Factor Authentication
Group Punishment: All teams except the answering team lose 100 points.
What does HIPAA stand for?
Health Insurance Portability and Accountability Act
Triple Points: Triple the points earned from the question.
Who were the founding members or original leaders behind Awesome? Name at least one.
Johnny Cheng: Helped establish the agency’s original business model.
Edmund Lee: Long-time COO credited with shaping the company’s flat hierarchy and recruitment practices in Davao.
Anastacio Cubos III: Helped establish the company’s early operations in the Philippines.
Grand Jackpot: Earn 1,000 bonus points.
What does CRM stand for in customer service operations?
Customer Relationship Management
Bomber: Earn 500 points. Choose another team to lose 500 points.
A representative handles 72 calls in 360 minutes. If the target AHT is 4 minutes, how many minutes above the target is the representative's total handle time?
72 minutes above target
Correct: earn an additional 500 points. Incorrect: lose 500 points.
What built-in Windows system utility allows users to monitor computer performance, view active applications, and forcefully terminate unresponsive processes?
Task Manager
Name a way to access the Task Manager to DOUBLE points earned.
The percentage of employees who leave the company over a specific period?
Attrition Rate
Mega All-Bomb: Every team loses 300 points.