Cpw Bonus Quiz Preston

The new bonus starts on 1st May.

The given answer states that the call performance is worth 80% of the bonus. This means that 80% of the bonus amount is determined by the performance in calls. It implies that the better the call performance, the higher the bonus will be.

The team manager will listen to 10 of your calls throughout the month for your bonus assessment. This suggests that the bonus assessment is based on the quality of your calls and the team manager wants to evaluate your performance by listening to a representative sample of your calls.

The question asks about the number of questions that can be marked on a scale of 0-3. The answer is 9 or "Nine" because there are 9 possible options on the scale of 0-3.

The answer to the question is 5 or Five because the question asks how many questions can be marked as a Yes or a No. Since there are 5 options given, all of them can be marked as a Yes or a No, resulting in a total of 5 questions.

The 'Conclude and WOW' section of the Call Definitions Dictionary states that the customer has the opportunity to address any other issues and queries. This means that the customer can bring up any additional concerns or questions they may have during the call. This shows that the company values customer satisfaction and wants to ensure that all of the customer's needs are addressed before ending the call.

To qualify for the bonus, the individual must achieve 80% of calls logged on CMI/CRT. This means that out of all the calls received, 80% of them must be properly logged on the CMI/CRT system. The other options, such as transferring calls to sales for an upgrade or adding care notes to customer accounts, are not mentioned as requirements for the bonus.

If an employee has 3 or more calls marked as a 0%, it means that they have not met the required performance standards for those calls. Therefore, they will not receive any bonus for that month. This implies that the statement "If you have 3 or more calls marked as a 0%, you will not receive any bonus for that month" is true.

Using negative language throughout the call would prevent you from achieving the top score of 3 in the 'Connect' section. This is because using negative language creates a negative atmosphere and can lead to a poor customer experience. Empathizing with the customer and having an overall positive tone are both important factors in building a good connection with the customer. However, using negative language throughout the call can undermine these efforts and hinder your ability to achieve a high score.

Interrupting or speaking over the customer on occasion would prevent you from achieving the top score of 3 in the 'Exploring' section. This behavior shows a lack of active listening and respect for the customer's input and can hinder effective communication. It is important to allow the customer to speak without interruption and give them the opportunity to fully express their thoughts and concerns.

If you receive a 'No' on one of your call assessments, your score for that call would be 0%. This means that you did not meet the criteria or requirements for a successful call assessment and did not receive any points or credit for that particular call.

The given answer of 20% suggests that the percentage of the bonus that will be based upon an operational focus and communicated at the start of each bonus month is 20%. This means that a portion of the bonus will be determined by the employee's performance in operational areas and will be made known to them at the beginning of each month when the bonus is applicable.

Call Handling Time is not one of the key areas you will be assessed on for your call quality performance. The other options - Connect, Exploring, Knowledgeable, and Negotiate and Resolve - are all areas that are typically evaluated to assess call quality performance. Call Handling Time refers to the duration of a call, and while it may be important for efficiency purposes, it is not necessarily indicative of the quality of the call.

It is not possible to achieve a partial bonus if you miss on call quality. The question states that you can achieve partial bonus if you log 80% of your calls on CMI and achieve your 20% Variable Element, but it does not mention anything about call quality. Therefore, it is not possible to determine if call quality is a factor in determining the bonus.

To calculate the overall percentage score needed to achieve the Stretch Bonus, we need to consider that 80% of the calls have already been logged on CMI and a 20% Variable Element has been achieved. This means that the remaining 20% of the calls will contribute to the overall score. To calculate the required score, we can subtract the achieved score (80%) from 100% and divide the result by the remaining percentage (20%). This gives us 20 divided by 20, which equals 1. Therefore, to achieve the Stretch Bonus, a score of 100% is required. Since 85% is higher than 100%, it is not possible to achieve the Stretch Bonus with an overall percentage score of 85%.

In the call assessment, the FTF (First Time Fix) is not scored on a scale of 0-3. Instead, it is scored with a simple "Yes" or "No" response. This means that the FTF is either achieved (Yes) or not achieved (No) during the call assessment.

In May, if you log 80% of your calls on CMI and achieve an overall call quality percentage of 75%, you will receive a part bonus. The statement does not mention anything about missing on the 20% Variable Element, so it is not a requirement for receiving the bonus. Therefore, the answer is true.

The Net Promoter Score (NPS) will form part of the TM bonus under the new bonus scheme. NPS is a measure of customer loyalty and satisfaction, calculated based on the responses to a single question: "On a scale of 0-10, how likely are you to recommend our company to a friend or colleague?" This score is used to gauge the overall customer experience and the likelihood of customers promoting the company to others. Including NPS in the bonus scheme suggests that the company values and rewards efforts to improve customer satisfaction and loyalty.