LV SOLUTIONS TEAM

IRIS Article

100

What is the globe icon called in IRIS?

What is Knowledgebase

200

What is the blue phone called at the bottom of IRIS?

What is Frequently Used Numbers

300

What is the first tab under Important News?

What is Messages

400

What does the red apple icon stand for?

What is Saturday Delivery Lookup

500

What does IRIS stand for? 

What is Internal Resource Information System

UPS Facts

100

What is the year UPS was founded? 

What is 1907

200

What is the name of our current CEO?

What is David Abney

300

How much money was borrowed to start UPS? 

What is $100

400

What is the paint color call on UPS trucks?

What is Pullman Brown

500

Name one reason why UPS don't turn left? 

What is more packages delivered, fewer tons of carbon dioxide emitted, or saves gallons of fuel.

Customer Experience

100

What are the three elements we use at UPS to describe the customer experience and capture customer’s perceptions?

What is meets the customer’s needs, Is easy to do business with, Is enjoyable to do business with 

200

What is the buzz word when you interact with an unsatisfied customer?

What is Empathy

300

What does the V stand for in SERVE?

What is Verify the resolution

400

Is the following statement Ineffective wording or Effective wording? 

“I apologize that your package is late.”

What is ineffective wording

500

When you receive an inbound call from a customer, and they place you on hold, how many minutes must you wait to release the call?

What is 3 minutes

Communication Skills

100

What two elements are under communication skills in Quality? 

What is Customer interaction and advocacy

200

What Communication skill category does the following statement falls under?

Encouraging you to interact with customers in a manner that demonstrates your confidence in your explanations and resolution of the customer’s request

What is Customer Interaction

300

What tone of voice should be used during every interaction? 

Hint: There are two 

What is friendly and helpful 

400

What is UPS definition of Advocacy?

What is proactively demonstrating that you are working on the customer’s behalf to provide appropriate solutions to satisfy the customer’s request.

500

What does EPIC stand for? 

What is Empowered to Positively Impact Customers

Metrics

100

What is FCR?

What is First Call Resolution

200

What does ASA stand for?

What is Average Speed of Answer

300

How much Unscheduled break time do you get per month? 

What is 80 minutes/1 hour and 20 min

400

What three call center metrics makes up Average Handle Time (Customer Impact time)? 

What is talk time, hold time, and acw time

500

What does KPI mean?

What is Key Performance Indicator