- WHAT MAKES A SUPPORT AGENT PERFORM AT HIGH LEVELS?
SELECT ONE:
A. THEY ARE GREAT AT BUILDING RELATIONSHIPS WITHIN THE TEAM
B. THEY ARE PROCESS ORIENTED AND CAN EXECUTE A PLAYBOOK WITH REPETITION
C. THEY HAVE GREAT CUSTOMER RELATIONSHIPS
D. THEY ARE GREAT AT USING THE FULL FUNCTIONALITY OF THE EXISTING TOOLS
E. THEY ARE QUICK LEARNERS
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*2. WHAT WOULD YOU SUGGEST AS A COURSE OF ACTION TO IMPROVE LOW METRICS?
SELECT ONE:
A. DEEP DIVE INTO YOUR METRICS AND DISCUSS YOUR ACTION PLANS WITH YOUR MANAGER
B. SHADOW A PEER TO SEE WHAT THEY DO
C. SPEAK TO THE TEAM TO SEE WHAT ISSUES THEY THINK SHOULD BE ADDRESSEDD. SUGGEST THAT YOUR GOALS ARE UNREALISTIC
E. ASK TO MOVE TO A DIFFERENT TEAM
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*3. WE ARE PASSIONATE ABOUT CUSTOMER SUCCESS AND MEASURE IT THROUGH NPS. WHAT WOULD YOU DO TO IMPROVE THE NPS SCORES FOR THE CUSTOMER SUPPORT TEAM
SELECT ONE:
A. START AN INITIATIVE TO IMPROVE THE RESPONSE RATE
B. ANALYZE SURVEY DETRACTORS AND PASSIVES RESPONSES AND SET UP AN ACTION PLAN ADDRESSING THE MAIN ISSUES OBSERVED
C. COACH THE AGENTS WITH THE LOWEST RESPONSE RATE
D. START AN INITIATIVE TO MOVE PASSIVES INTO PROMOTERS
E. START AN AWARDS PROGRAM FOR PROMOTERS
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*4. WHAT WOULD YOU DO FIRST IF THE SUPPORT TEAM IS UNABLE TO ACHIEVE THE SLA?
SELECT ONE:
A. PERFORM ANALYSIS ON THE INCOMING CALL PATTERN AND AGENT AVAILABILITY
B. SEND A REMINDER TO AGENTS TO LOG INTO THEIR PHONES
C. RAISE AWARENESS AT THE TEAM MEETING
D. ADJUST INDIVIDUAL GOALS
E. ADJUST THE AGENT SCHEDULE
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*5. HOW WOULD YOU HELP THE TEAM REDUCE THE BACKLOG OF OLD TICKETS?
SELECT ONE:
A. OFFER A REWARD FOR THE PERSON WHO CLOSES THE MOST TICKETS
B. TAKE SOME AGENTS OFF THE PHONES TO HANDLE THE BACKLOG
C. CREATE A DAILY SCORECARD SHOWING AGENTS WHICH TICKETS THEY SHOULD FOCUS ON
D. OFFER OVERTIME TO AGENTS TO CLOSE AGED TICKETS
E. RAISE AWARENESS AT THE TEAM MEETING
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*6. WHAT WOULD YOU DO TO INTEGRATE THE NEW TICKETING TOOL AS SOON AS POSSIBLE?
SELECT ONE:
A. USE NATIVE FUNCTIONALITY AND IMPLEMENT A REALLY SIMPLE PROCESS
B. ENSURE IT’S INTEGRATED WITH ALL OTHER TEAMS’ TOOLS FIRST
C. CREATE A MIGRATION PLAN FOR ALL CUSTOMERS AND PRODUCTS
D. CONDUCT A SURVEY WITH OTHER COMPANIES IN THE INDUSTRY TO KNOW WHAT THEY ARE DOING WITH THIS TOOL
E. HOST A WORKSHOP WITH THE TOP 5 AGENTS AND COME UP WITH CREATIVE IDEAS
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*7. WHAT DO YOU THINK IS THE BIGGEST ADVANTAGE OF PAIR SUPPORT?
SELECT ONE:
A. AGENTS DON’T HAVE TO WAIT FOR OWN ACCOUNTS TO BE CREATED
B. AGENTS START LEARNING ON DAY 1 BY SOLVING REAL TICKETS IN REAL TIME
C. EXPERIENCED AGENTS GET HELP ON THEIR TICKETS FROM NEW AGENTS
D. THERE IS NO REAL ADVANTAGE – IT’S INEFFICIENT
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*8. THE TEAM’S NPS TARGET IS 75. TEAM’S SCORES LAST WEEKS WERE: 52, 48, 56, 59. WHAT TARGET WOULD YOU SET FOR NEXT WEEK?
SELECT ONE:
A. 62 BECAUSE IT’S MOST REALISTIC
B. 65 BECAUSE I’D LIKE THEM TO STRETCH
C. 75 BECAUSE IT’S OUR LONG-TERM TARGET
D. 55 BECAUSE WE’RE CLEARING OUT THE BACKLOG AND EXPECT NEGATIVE RESPONSES FROM AGED TICKETS
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*9. WHAT IS THE MAIN BENEFIT OF HAVING EVERY AGENT TRAINED ON EVERY PRODUCT?
SELECT ONE:
A. AGENTS WILL STAY IN THE TEAM LONGER FOR THE GREAT LEARNING OPPORTUNITIES
B. CUSTOMERS WILL HAVE A MORE KNOWLEDGEABLE SUPPORT AGENT
C. THERE IS NO REAL BENEFIT AND THERE ARE A LOT OF RISKS ASSOCIATED
D. YOU CAN ACHIEVE A QUICKER RESPONSE AND RESOLUTION TIME
E. YOU DON’T NEED TO MAINTAIN A KNOWLEDGE BASE
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*10. DURING A NEW PRODUCT IMPORT, YOU ARE ASKED TO GO LIVE AT DAY 40 INSTEAD OF COMPLETING THE FULL 90-DAY TRANSITION PLAN. WHAT IS YOUR FIRST REACTION?
SELECT ONE:
A. WE HAVE TO ENSURE OUR REPORTING IS IN PLACE
B. WE HAVE TO ENSURE OUR AGENTS RECEIVE INTENSIVE TRAINING SO THEY HIT THE FLOOR RUNNING
C. WE HAVE TO ENSURE OUR CUSTOMER DATA IS IN OUR TICKETING TOOL
D. WE HAVE TO ENSURE OUR TELEPHONE LINE AND PORTAL ARE READY
E. NONE OF THE ABOVE, WE WILL PUSH BACK THIS DECISION DUE TO RISK
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