Contact Center Call Flow Quiz
Contact Center Call Flow Mastery Quiz
Test your knowledge on effective communication within a contact center environment! This quiz challenges you with real-world scenarios that a Customer Interaction Agent (CIA) may face.
Unlock valuable insights and refine your skills as you navigate the complexities of call flow. Are you ready to enhance your expertise?
- 5 multiple-choice questions
- Immediate scoring on your responses
- Learn best practices for customer interactions
Q1. After employee conveys his/her concern/situation, CIA should acknowledge accordingly.
Acknowledgment
Offers Assistance
Q2. After employee conveys his/her concern, CIA should verify the concern of the employee by paraphrasing/acknowledging the information/concern provided.
Conveys Willingness to Assist (if applicable)
Verification of Employee’s Concern
Q3. If call is secured or has auto pop, CIA should still ask for the employee’s name and number.
Offers Assistance
Verification of Identity
Q4. CIA greets the caller in a professional manner.
Opening Greeting
CIA Ends the Call
Q5. CIA should provide answer to the employee’s concern and also provides the path in the self-service.
Offers Further Assistance
Push for Self – Service
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