RONA

Create an image depicting a busy call center environment with agents at their desks, one agent helping a colleague, and others peacefully taking calls while avoiding distractions. Include visual elements symbolizing teamwork and communication.

Mastering Call Center Etiquette

Test your knowledge on call center etiquette with our engaging quiz! Each scenario challenges you to make the right decision to avoid RONA (Resulting in No Answer). Can you score high?

9 Thought-Provoking Questions
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9 Questions2 MinutesCreated by BusyBee712

Mona is asking Francesco to come to her desk for a second opinion. Francesco is on Ready but not receiving calls for 3 minutes. He would like to avoid using Finalize TIme. What should Francesco do, to avoid RONA?

Tell Mona he has no time for her.

Change code to Finalize Time and go help Mona.

Stay on ready while helping Mona

While Monia is at lunch someone is calling her direct line. The phone ring is disturbing the entire team, so Rocco decides to take action. What shall he do?

Answer the direct call and tell the agent to not disturb anymore.

Let the phone ring forever, even if everyone will get stressed.

Mute the phone and leave a message for Monia or put the "MUTED" tag directly on the phone.

Late shift, the line is quiet. Pedro is not receiving a call for over 8 minutes. He's hungry and decides to go get some fruits from the pantry. Is this a good idea?

Yes, as long as he washes the fruit first.

Yes, as long as he changes his code to "Personal Time".

No, he should definitely eat at the end of his shift.

Moreno just ended a call with an agent and he's logging is notes during "Wrap up" time, which is almost over. Does he risk RONA?

Yes. He should preventively put himself on "Finalize Call" to avoid receiving new calls.

No. If he receives a new call he can tell the next agent to wait until he finishes his notes.

Yes, he risks RONA but how boring is life without risk?

Simone enjoys walking around the floor. After all, being active is the best way to stay healthy. However he noticed that his Bluetooth headset is not working as good as when it was new. Does he risk RONA?

No: he's not responsible for accidents when it's our tools not functioning well. If the headset does not work properly, our company should simply replace it.

Yes: Simone risks to have a RONA if he's not at his desk and the headset button fails to work. He should be at his desk when the phone rings, to avoid accidents.

Yes: Simone risks RONA but he can simply give an explanation to his TL in the next meeting.

We are celebrating Paul's birthday and singing "Happy birthday" all together very loudly. Laura from her desk is watching the celebration but the party is louder than her phone volume. She missed a call. How could she prevent that?

She should have told her colleagues to shut up and go party somewhere else.

She should have joined the party because YOU ONLY LIVE ONCE! One RONA will not be a big deal.

Laura should have paid attention to her PC monitor and kindly ask her colleagues to lower their voices because it's very distracting.

Deniz has his headset on and is listening to his favorite Metallica song. At the same time, he is on Ready and holding his headset on his arm just in case he gets a call. His phone starts ringing. What can he do?

Act quickly by stopping the song immediately, putting his phone headset on his head hoping that everything will go as planned.

Avoid having his music headset on while being on Ready;

Place the agent on hold until the song is over. It's his favorite after all.

Valentyna loves to take care of the senior team. She is always bringing healthy food and sometimes chocolate which she puts on the table in the corner of the room. Freddy sits close to that table and has a weakness for chocolate. Today he is on Ready for five minutes and thinks I will go to get some chocolate while I wait for a call. Freddy has hist first bite and the phone starts ringing. Is he risking a RONA?

Freddy can eat chocolate on his break instead of when he is on Ready.

Freddy can spit the piece of chocolate and quickly answer the phone to avoid a RONA

Freddy can enjoy his piece of chocolate and he will still have time to pick up the call. It rings three long times anyway

Nic needs a second opinion and places an agent on hold so he can walk to his colleagues and ask for help. In the meantime, the agent hung up the phone. Before Nic realized, he received and missed another call from another agent. How could he avoid that?

He could have threathened the agent to never hang up the phone or Nic would get upset.

He could change the reason code to "Finalize call" during the call, so that in case of interruption nothing would happen.

He should have not left his desk to ask for help.

Mastering Call Center Etiquette

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