Live Agent: Call Flow & Quality
Quiz 02
Start
Welcome to the Live Agent Call Flow & Quality Quiz 02
You will be listening to call snips and answering questions about the Live Agent Quality Form. Click the play button below the image on each of the following pages to listen to the call snip. Then, select the appropriate answer option for each question. If you get an answer wrong, try again until you select the correct option. Click the Next button to proceed.
Next
What markdowns, if any, did the agent receive for this part of their call? Select one option.
There were no markdowns for this part of the call.
There was a 3-point markdown for call flow (no small problems statement) and a 5-point markdown for the closing (left out “and for being a member of United Healthcare Community Plan”).
There was a 5-point markdown for the closing (no small problems statement and left out “and for being a member of United Healthcare Community Plan”).
What markdowns, if any, did the agent receive for this part of their call? Select one option.
There were no markdowns for this part of the call.
There was a 3-point markdown for call flow (no small problems statement) and a 5-point markdown for the closing (left out “and for being a member of United Healthcare Community Plan”).
There was a 5-point markdown for the closing (no small problems statement and left out “and for being a member of United Healthcare Community Plan”).
That's Correct!
Next
So close...
Try Again
What markdowns, if any, did the agent receive for this part of their call? Select one option.
There were no markdowns for this part of the call.
There was a 3-point markdown for call flow (no mention of the reminder call).
There was a 5-point markdown for the closing (left out “thank you for your time today”).
That's Correct!
Next
What markdowns, if any, did the agent receive for this part of their call? Select one option.
There were no markdowns for this part of the call.
There was a 3-point markdown for call flow (no rebuttal presented).
There was a 7-point markdown for not presenting an effective rebuttal.
That's Correct!
Next
What markdowns, if any, did the agent receive for this part of their call? Select one option.
There were no markdowns for this part of the call.
There was a 3-point markdown for call flow (no small problems statement) and a 5-point markdown for the closing (left out “and for being a member of United Healthcare Community Plan”).
There was a 5-point markdown for the closing (no small problems statement and left out “and for being a member of United Healthcare Community Plan”).
That's Correct!
Next
What markdowns, if any, did the agent receive for this part of their call? NOTE: The agent's name was removed.Select one option.
There were no markdowns for this part of the call.
There was a 3-point markdown for poor call pace.
There was a 3-point markdown for greeting delay.
That's Correct!
Next
What markdowns, if any, did the agent receive for this part of their call? NOTE: The agent's name was removedSelect one option.
There were no markdowns for this part of the call.
There was a 5-point markdown for the closing (left out “thank you for your time today”).
There was a 7-point markdown for not presenting an effective rebuttal statement.
That's Correct!
Next
Thanks for playing!
You have completed the quiz. Be sure to select the checkbox below to mark the activity as completed.
Start Over
So close...
Try Again
Live Agent: Call Flow & Quality Quiz 2 - S
TTEC
Created on September 20, 2024
Start designing with a free template
Discover more than 1500 professional designs like these:
View
Smart Quiz
View
Essential Quiz
View
Practical Quiz
View
Akihabara Quiz
View
Christmas Spirit Test
View
Piñata Challenge
View
Math Calculations
Explore all templates
Transcript
Live Agent: Call Flow & Quality
Quiz 02
Start
Welcome to the Live Agent Call Flow & Quality Quiz 02
You will be listening to call snips and answering questions about the Live Agent Quality Form. Click the play button below the image on each of the following pages to listen to the call snip. Then, select the appropriate answer option for each question. If you get an answer wrong, try again until you select the correct option. Click the Next button to proceed.
Next
What markdowns, if any, did the agent receive for this part of their call? Select one option.
There were no markdowns for this part of the call.
There was a 3-point markdown for call flow (no small problems statement) and a 5-point markdown for the closing (left out “and for being a member of United Healthcare Community Plan”).
There was a 5-point markdown for the closing (no small problems statement and left out “and for being a member of United Healthcare Community Plan”).
What markdowns, if any, did the agent receive for this part of their call? Select one option.
There were no markdowns for this part of the call.
There was a 3-point markdown for call flow (no small problems statement) and a 5-point markdown for the closing (left out “and for being a member of United Healthcare Community Plan”).
There was a 5-point markdown for the closing (no small problems statement and left out “and for being a member of United Healthcare Community Plan”).
That's Correct!
Next
So close...
Try Again
What markdowns, if any, did the agent receive for this part of their call? Select one option.
There were no markdowns for this part of the call.
There was a 3-point markdown for call flow (no mention of the reminder call).
There was a 5-point markdown for the closing (left out “thank you for your time today”).
That's Correct!
Next
What markdowns, if any, did the agent receive for this part of their call? Select one option.
There were no markdowns for this part of the call.
There was a 3-point markdown for call flow (no rebuttal presented).
There was a 7-point markdown for not presenting an effective rebuttal.
That's Correct!
Next
What markdowns, if any, did the agent receive for this part of their call? Select one option.
There were no markdowns for this part of the call.
There was a 3-point markdown for call flow (no small problems statement) and a 5-point markdown for the closing (left out “and for being a member of United Healthcare Community Plan”).
There was a 5-point markdown for the closing (no small problems statement and left out “and for being a member of United Healthcare Community Plan”).
That's Correct!
Next
What markdowns, if any, did the agent receive for this part of their call? NOTE: The agent's name was removed.Select one option.
There were no markdowns for this part of the call.
There was a 3-point markdown for poor call pace.
There was a 3-point markdown for greeting delay.
That's Correct!
Next
What markdowns, if any, did the agent receive for this part of their call? NOTE: The agent's name was removedSelect one option.
There were no markdowns for this part of the call.
There was a 5-point markdown for the closing (left out “thank you for your time today”).
There was a 7-point markdown for not presenting an effective rebuttal statement.
That's Correct!
Next
Thanks for playing!
You have completed the quiz. Be sure to select the checkbox below to mark the activity as completed.
Start Over
So close...
Try Again