Five9 Scripting Knowledge Quiz
Five9 Scripting Knowledge Quiz
Test your understanding of Five9 scripting with this engaging quiz designed for call center agents. Answer questions about product handling, call transfers, customer interactions, and more to assess your knowledge!
- 12 questions covering various aspects of Five9 scripting.
- Multiple choice and checkbox formats to enhance engagement.
A thumbs up on Five9 scripting means:
To handle the product.
To handle all products.
That you're doing a good job.
It's okay to refund on this account.
A thumbs down on Five9 scripting means:
Do not handle this account.
That you're not doing a good job.
To only handle the product they called in for (what it says on Five9)
Do not help this customer.
What do you do if your Team Leader is busy, but you're 100% sure you need to transfer a call?
Ask another TL for permission to transfer.
Handle the call anyways.
Place the customer on hold until your TL is available.
Hang up the call, you can't help them.
What information do you need when you transfer a call?
Notation on the account and in the notes section on Five9.
Name of campaign (if on Konnektive).
Answers A & B.
None of the above are necessary.
What information should you use when locating an account?
First name / last name / nick names
Zip code
First 6 / last 4 of credit / debit card
All of the above.
A customer calls in and you can't find their account after trying everything, you ask them to read the name of the product on the bottle and it's not the number they called in for, you:
Tell them to check on the back of the bottle for the correct number.
Explain you cannot help them and disconnect the call.
Hang up the phone, you are not the right call center.
Transfer to team leader queue.
A customer calls in and you can't find their account after trying everything, you ask them to read the name of the product on the bottle and it IS the number they called in for, you:
Transfer to team leader queue immediately.
Put them on hold and get allowance to transfer to team leader queue, then transfer.
Hang up the call, you can't find the account so you can't help them. They can call back.
Transfer to inbound queue, maybe someone else can help.
Customer calls in, states "I've already disputed this with my bank." What do you do?
Offer them saves and if necessary, offer them refunds to avoid dispute.
Tell them to call back with their bank for a refund.
Tell them to call back with their bank for any further assistance on their account.
Argue with the customer, explain that they're going to lose their dispute, disconnect the call.
What is the late leniency for breaks?
5 minutes (5 minutes after break time ends.)
3 minutes (3 minutes after break time ends.)
There is no late leniency for breaks.
None of the above.
What is the late leniency for clocking in from lunch / in for work?
5 minutes (5 minutes after shift starts / lunch break ends.)
3 minutes (3 minutes after shift starts / lunch break ends.)
There is no late leniency for breaks.
None of the above.
When you call out for the day, what must you do to avoid getting points? (Select all that apply:)
Call the call out number.
Call / Text your team leader.
Call your next-door neighbor.
Bring in a valid excuse when you return to work.
Tell your teammates you're not going to make it.
What do you do when the customer demands the address of the call center?
Give them the address, they have the right to know.
Explain that you're not allowed to give out the address, and that it's not necessary information for the customer to have.
Transfer the call to your team leader.
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