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What is a best practice for tagging cases after a chat?
Choose all tags that accurately describe the reason for the client’s contact.
What is a common mistake that leads to a “needs improvement” rating in greetings?
Missing the client’s name, the agent’s name, or the company name in the greeting, or using an overly long or unstructured greeting.
What does it mean to show empathy in a client interaction?
Understanding and acknowledging the client’s feelings and concerns.
What is the purpose of informing a client about wait times or delays?
To set realistic expectations and reduce client frustration.
What should an agent do if they can’t meet the initial response time promised to a client?
Proactively inform the client about the delay and provide a new estimated time.
The client stops replying and the agent snoozes the chat after only 2 minutes. What did the agent do wrong?
The agent should have waited at least 3 minutes before using snooze.
Name one resource an agent should regularly check to keep product knowledge current.
How does product knowledge affect the accuracy of responses provided to clients?
Better knowledge leads to more precise and helpful answers, reducing errors and follow-up contacts.
What would result in a "Fail" if an agent closes a reopened chat initiated by the client without providing assistance?
The agent did not offer further help after the client replied to a closed chat, failing to acknowledge the ongoing need for support.
Why should an agent never use "Team Deriv" or "Deriv Team" to sign off in their email and what is the correct practice?
Using a generic sign-off lacks personalization and can lead to "Needs Improvement"; agents should sign off using their first name.