Post Call Survey Quiz

The correct answer is "Satisfaction Survey". This survey type is specifically designed to measure the caller's level of satisfaction with the company. It focuses on gathering feedback and opinions from customers regarding their experience with the company's products or services. By conducting a satisfaction survey, the company can gain valuable insights into areas that need improvement and identify areas of strength. This type of survey helps the company understand customer satisfaction levels and make necessary changes to enhance the overall customer experience.

The given answer is true because it states that both surveys offer a Spanish option. This means that both surveys provide the option to be completed in the Spanish language.

The appropriate steps for sending a caller into the survey are to select Transfer, enter the 7 digit code, enter agent ID, and hit transfer again. This ensures that the caller is transferred to the survey while also giving credit to the agent for their assistance.

Supervisors will not receive an alert for all surveys. This means that the statement is false. The explanation for this is that supervisors typically only receive alerts for specific surveys that require their attention or action. They may receive alerts for surveys that have certain criteria or meet certain conditions, but they will not receive alerts for every single survey that is conducted.

If an Associate does not have any survey scores for the month, their scores will be based on the auditor driven score like normal. This means that the Associate's performance will be evaluated based on the scores given by auditors during the evaluation process. The absence of survey scores does not exempt the Associate from being assessed, and the auditor driven score will be used as a substitute for the missing survey scores.

It would be acceptable to not offer the survey in these situations because the caller's needs and urgency take priority. When a call is being transferred to another department, it is important to focus on ensuring a smooth transition rather than interrupting with a survey. Similarly, when a caller is in an emergency or urgent situation, such as in the ER or dealing with a suicide call, their immediate needs should be addressed instead of asking for feedback. Additionally, if a caller specifically requests a call back with an answer or resolution to their issue, it is more important to prioritize providing the requested assistance rather than conducting a survey.

The maximum score that an associate can receive if they do not offer the survey is 64.14%. This means that if they choose not to participate in the survey, they can still receive a score of up to 64.14% based on other factors or criteria.

The two types of surveys that will be conducted are "Come On In" and "Satisfaction" surveys.

Post Call Surveys are offered to ALL callers unless there is a special exception. This means that every caller will have the opportunity to participate in a post-call survey after their call, unless there are specific circumstances that prevent them from doing so.

Callers will be randomly sent to one of the two types of surveys means that there are two types of surveys available and callers will be assigned to one of them randomly. This implies that the statement is true.