Embedding quiz
Customer Engagement Quiz
Test your knowledge on how to effectively assist Telstra customers through various communication channels. This quiz will help you understand the tools, policies, and procedures necessary for providing top-notch customer service.
Key areas covered:
- Methods of customer contact
- Response systems and technologies
- Understanding customer account types
- Best practices for customer interactions
What are the methods a customer can get in touch with Telstra?
Voice, SMS, and Live Chat
Voice and Live Chat
Messaging and Live Chat
Voice, Live Chat, and Messaging
How many customers can we accommodate and assist simultaneously using our Messaging platform?
3
2
3.5
1
What are the tools we use when responding to our customers messaging enquiries?
Xcelerated Desktop, Customer Advisor Tool, LivePerson
Xcelerated Desktop and Business Connect
Agent Workbench Tool and XD
Customer Advisor Tool and LivePerson
Which statement describes the Customer Advisor Tool? (CAT)
Automatically logs you in to all of your applications when you log in
Integrating multiple systems that you use everyday
Will surface key customer information from various systems and display the information into one place, allowing the agent to move from one conversation to another seamlessly from a single screen.
Providing shortcuts to some applications through QuickLinks
Which systems do we use when responding to our customers' Voice enquiries?
Business Connect and Xcelerated Desktop
Customer advisor Tool and Business Connect
Business Connect and Console
Business Connect, XD, CAT, and Console and Agent Workbench Toolbar
Which account contact type is financially responsible for the account, services, and assets?
Asset User
Legal Lessee
Full Authority
Third Party Contact
Which account contact type can make changes, additions, or recontract to exisiting products and services but cannot place new orders?
Limited Authority
Legal Lessee
Asset User
Full Authority
In which scenario do we perform an enhanced authentication with our customer?
If the customer recontracts with a new device and/or if it is a new activation
If they're asking about our plans
To report a damaged pit in their area
Asking the location to the nearest Telstra shop
Which is an accurate scenario when we are managing an inactive customer's messaging enquiry and it's almost the end of your shift?
We message them every 15 minutes to ask if they're still there.
There is no need to advise the customer of this when they are not actively responding
Send them an email to check on their status
Proactively call them and give them an update
Messaging queue closes at 12 midnight AEST
True
False
If the customer's messaging enquiry is out of your scope, we will tap on our SME's to take over the chat.
True
False
Why do we record our customer conversations? Choose the best answer/s.
Calls can be played back for quality monitoring and training purposes
Some calls may be used to help improve performance through coaching or in managing customer complaints
Because we are bound by regulations to record it.
Both A and B
What is our call recording system called?
CAT
AQM
AWBT
Qi360
We have to pause the recording when the customer is providing credit card details.
True
False
Where do we record all workplace, health, safety, and environment incidents?
Donesafe
Email your manager
Contact your HSW&E officer
Benestar
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