Quality Assurance Compliance Test! Trivia Quiz

1. Agent's tone of voice and phrases used with customer are insincere, sarcastic and annoying

Polite, did not display rude, abusive and/or bad attitude

Advised fare rules

Did not strand the caller by leaving the caller on hold for five minutes or more

Adhered to anti-fraud measures

The given correct answer is "Polite, did not display rude, abusive and/or bad attitude." This is because the agent's tone of voice and phrases used with the customer are described as insincere, sarcastic, and annoying. However, the agent did not display any rude, abusive, or bad attitude towards the customer.

Explanation

The given correct answer is "Polite, did not display rude, abusive and/or bad attitude." This is because the agent's tone of voice and phrases used with the customer are described as insincere, sarcastic, and annoying. However, the agent did not display any rude, abusive, or bad attitude towards the customer.

2. Agent left the customer on hold for more than five minutes without checking back

Did not strand the caller by leaving the caller on hold for five minutes or more

Advised fare rules

Adhered to anti-fraud measures

Followed privacy and security guidelines (including credit card information)

The correct answer is "Did not strand the caller by leaving the caller on hold for five minutes or more." This means that the agent did not leave the customer waiting on hold for an extended period of time without checking back in with them. The other options mentioned in the question are unrelated to the situation described.

Explanation

The correct answer is "Did not strand the caller by leaving the caller on hold for five minutes or more." This means that the agent did not leave the customer waiting on hold for an extended period of time without checking back in with them. The other options mentioned in the question are unrelated to the situation described.

3. Inappropriate Move Before Cancelling – The agent moved or changed flight details and then processed the flight or booking cancellation that the customer requested.

Adhered to anti-fraud measures

Followed privacy and security guidelines (including credit card information)

Adhered to call recording guidelines, did not tamper, hang up or disconnect recordings

Polite, did not display rude, abusive and/or bad attitude

The correct answer is "Adhered to anti-fraud measures" because it is the only option that directly relates to the situation described in the question. The explanation suggests that the agent followed the necessary protocols to prevent fraudulent activity, which is important in a situation where the customer's flight or booking is being cancelled. This shows that the agent took appropriate steps to ensure the customer's safety and protect against potential fraud.

Explanation

The correct answer is "Adhered to anti-fraud measures" because it is the only option that directly relates to the situation described in the question. The explanation suggests that the agent followed the necessary protocols to prevent fraudulent activity, which is important in a situation where the customer's flight or booking is being cancelled. This shows that the agent took appropriate steps to ensure the customer's safety and protect against potential fraud.

4. No notification from TL about system issues encountered preventing the agent from leaving notes on the booking

Adhered to call recording guidelines, did not tamper, hang up or disconnect recordings

Did not strand the caller by leaving the caller on hold for five minutes or more

This is not a violation

Left notes on the PNR

The correct answer is "Left notes on the PNR." This means that the agent followed the protocol of leaving notes on the PNR (Passenger Name Record) regarding the call or booking. The other statements mentioned in the question are additional guidelines that the agent followed, such as not tampering with call recordings, not disconnecting the call, and not leaving the caller on hold for an extended period of time. However, the specific violation mentioned in the question was related to leaving notes on the booking, and the agent did not violate this requirement.

Explanation

The correct answer is "Left notes on the PNR." This means that the agent followed the protocol of leaving notes on the PNR (Passenger Name Record) regarding the call or booking. The other statements mentioned in the question are additional guidelines that the agent followed, such as not tampering with call recordings, not disconnecting the call, and not leaving the caller on hold for an extended period of time. However, the specific violation mentioned in the question was related to leaving notes on the booking, and the agent did not violate this requirement.

5. Provided inaccurate information e.g. agent advised passenger that they should be at the airport at least an hour before scheduled departure when the flight is an international flight.

This is not a violation

Advised fare rules

Adhered to anti-fraud measures

Left notes on the PNR

The correct answer is "Advised fare rules". In this scenario, the agent provided inaccurate information regarding the recommended arrival time at the airport for an international flight. However, this does not constitute a violation. The other options, such as adhering to anti-fraud measures and leaving notes on the PNR, are not relevant to the situation described. The only relevant option is advising fare rules, which suggests that the agent provided accurate information regarding the fare rules of the ticket.

Explanation

The correct answer is "Advised fare rules". In this scenario, the agent provided inaccurate information regarding the recommended arrival time at the airport for an international flight. However, this does not constitute a violation. The other options, such as adhering to anti-fraud measures and leaving notes on the PNR, are not relevant to the situation described. The only relevant option is advising fare rules, which suggests that the agent provided accurate information regarding the fare rules of the ticket.

6. The agent provided the customer other misleading information as a way to get or close the sale. The agent promised the customer a call back to close a sale opportunity.

Advised fare rules

Adhered to call recording guidelines, did not tamper, hang up or disconnect recordings

Did not strand the caller by leaving the caller on hold for five minutes or more

Adhered to anti-fraud measures

The correct answer is "Adhered to anti-fraud measures." This answer is supported by the information given in the question, which states that the agent provided misleading information as a way to close a sale. Adhering to anti-fraud measures would involve ensuring that the agent does not engage in any fraudulent or deceptive practices, such as providing misleading information to customers.

Explanation

The correct answer is "Adhered to anti-fraud measures." This answer is supported by the information given in the question, which states that the agent provided misleading information as a way to close a sale. Adhering to anti-fraud measures would involve ensuring that the agent does not engage in any fraudulent or deceptive practices, such as providing misleading information to customers.

7. The agent did not log out after using a temporary ID to process authorized booking changes.

Polite, did not display rude, abusive and/or bad attitude

Left notes on the PNR

Followed privacy and security guidelines (including credit card information)

Adhered to anti-fraud measures

The correct answer is "Adhered to anti-fraud measures." This means that the agent followed the necessary precautions and protocols to prevent fraudulent activities. This could include verifying the customer's identity, checking for any suspicious behavior or transactions, and taking appropriate actions to ensure the security of the booking process.

Explanation

The correct answer is "Adhered to anti-fraud measures." This means that the agent followed the necessary precautions and protocols to prevent fraudulent activities. This could include verifying the customer's identity, checking for any suspicious behavior or transactions, and taking appropriate actions to ensure the security of the booking process.

8. Copied credit card details from initial payment made on the booking and only asked for the CVV number

Advised fare rules

Adhered to anti-fraud measures

Followed privacy and security guidelines (including credit card information)

Adhered to call recording guidelines, did not tamper, hang up or disconnect recordings

The answer "Followed privacy and security guidelines (including credit card information)" is the correct answer because the statement mentions that the agent copied credit card details from the initial payment made on the booking. By following privacy and security guidelines, the agent ensured that they handled the credit card information in a secure and confidential manner, protecting the customer's sensitive data from unauthorized access or misuse.

Explanation

The answer "Followed privacy and security guidelines (including credit card information)" is the correct answer because the statement mentions that the agent copied credit card details from the initial payment made on the booking. By following privacy and security guidelines, the agent ensured that they handled the credit card information in a secure and confidential manner, protecting the customer's sensitive data from unauthorized access or misuse.

9. A portion of the credit card information was captured in the recording (Exception: credit card information was given

Advised fare rules

Adhered to anti-fraud measures

Adhered to call recording guidelines, did not tamper, hang up or disconnect recordings

Left notes on the PNR

The given correct answer states that the agent adhered to call recording guidelines and did not tamper, hang up, or disconnect the recordings. This means that the agent followed the proper protocol for recording calls and did not interfere with the recording process. This is important because it ensures that all relevant information, including any captured credit card information, is accurately recorded and can be used for reference or investigation purposes if needed.

Explanation

The given correct answer states that the agent adhered to call recording guidelines and did not tamper, hang up, or disconnect the recordings. This means that the agent followed the proper protocol for recording calls and did not interfere with the recording process. This is important because it ensures that all relevant information, including any captured credit card information, is accurately recorded and can be used for reference or investigation purposes if needed.

10. The agent created a booking for the customer who called in to enquire about fare pricing.

Followed privacy and security guidelines (including credit card information)

Adhered to anti-fraud measures

Advised fare rules

Left notes on the PNR

The correct answer is "Adhered to anti-fraud measures." This means that the agent followed procedures and protocols in place to prevent fraud during the booking process. This could include verifying the customer's identity, ensuring the payment method is legitimate, and taking necessary steps to protect sensitive information such as credit card details. By adhering to anti-fraud measures, the agent is ensuring the security and integrity of the booking process.

Explanation

The correct answer is "Adhered to anti-fraud measures." This means that the agent followed procedures and protocols in place to prevent fraud during the booking process. This could include verifying the customer's identity, ensuring the payment method is legitimate, and taking necessary steps to protect sensitive information such as credit card details. By adhering to anti-fraud measures, the agent is ensuring the security and integrity of the booking process.