Quality
Assurance
Assurance
A customer has a total of 3 bottles of product that they are trying to get a refund, but you convince them to keep it and try it longer. What is this an example of?
What is retention?
What must we keep when putting the customer on hold to make sure they dont remain on hold for too long?
What is your time promise?
What will an agent accumulate if they are late, callout, or simply just don't show up to work?
What is an occurrence?
What system do we use to clock in and out of work?
What is Isolved?
Where is the fridge located in the office?
What is the break room?
A customer calls in wanting to purchase 1 bottle of product, but you convince them to upgrade and purchase a 6 bottle package. What is this an example of?
What is Upsell?
What is the call introduction that you need to use on all calls?
What is "Thank you for calling [Company Name] my name is [Name] who do I have the pleasure of speaking to?"?
How many minutes are you allowed on 1 break or personal time throughout the day?
What is 15 minutes?
What is the reason code you place yourself in when asking a Sup. a question?
What is training?
What is the name of one of the supervisors/leads?
What is Jason, or Kim?
What is pause the recording?
What must we keep when putting the customer on hold to make sure they dont remain on hold for too long?
What is your time promise?
How many occurrences are accrued for no call, no showing to work?
What is 3 occurrences?
What is the best way to save a website that you use often?
What is creating a bookmark?
Who is the operations manager at Turtle Peak?
What is Alfred?
A customer just called in looking to get more information on their account, what is two-ways I can verify that customer's account?
What is email and zip code?
What is one thing we never do when a customer is in the middle of talking?
What is interrupt?
When can you use your phone here at the office? (This is a 3 part answer)
What is break, lunch, or personal?
What is the message Edwin last posted and pinned in Random Channel on Slack? (Use Slack)
What is "Peanut Butter"?
Who is the COO of Turtle Peak?
Is this statement an Empathy statement or Ownership statement?
Im sorry that you were experiencing difficulties with the product, I would be more than happy to help you find a product that might work better for you!
What is both?
What must we avoid doing to make sure that we dont bore the customer?
What is sounding monotone?
How far in advance must you request PTO in order for it to be acknowledged?
What is 2 weeks?
What is the phone number for Vita Soothe Pro? (Get it from the Notion wiki)
What is 888-829-0094?
Who is in charge of making sure that all clients are happy and presents updates?
What is Andrea?