Phone Training Quiz
Phone Training Quiz
Welcome to the Phone Training Quiz designed to enhance your skills in handling phone calls, providing superior customer service, and understanding essential phone system features.
In this quiz, you will cover key areas such as:
- Understanding of phone system icons
- Proper etiquette for putting calls on hold
- Gathering essential information during calls
Which icon represents the MiCollab Client (Mitel) phone system on the desktop?
0%
0
0%
0
0%
0
How long can you leave someone on hold without checking in with them? (Select all that apply)
2.5 - 3 min
1 - 2.5 min
3 - 4.5 min
I can put someone on hold with out asking them.
True
False
What information must I gather every call? (Select all that apply)
Date Of Birth
GEID
Name
Position
Contact Information
Zone Handler Name
Summary of Situation
Which of these is an approved greeting when answering the phone? (Select all that apply)
Thank you for calling LHI, my name is ______. How can I help you?
Thank you for calling the LHI COVID Command Center. My name is ______. How can I help you?
Hello you have reached the LHI COVID call center. How can I help you?
Thank you for calling the OptumServe LHI COVID Command Center, I'm ______. How can I help you?
I can connect someone to another department with out consulting.
True
False
When logging into the phone I should only select the "Remember Me" option.
True
False
When going to lunch I select which ACD status on the phone?
10 - Break
None of these
7 - Personal
0 - No Reason
Which icon represents the ACD menu on the phone?
0%
0
0%
0
0%
0
My phone extension is the same as the 4 digit code I use to log in to the computer.
True
False
When I have a caller that is in a hurry I should: (select all that apply)
Talk to them super fast
Speak clearly and consistently
Slow down my words
Speak at an efficient speed
Which option/options are appropriate to say to an upset/frustrated caller? (Select all that apply)
Dude, I am totally sorry that happen I really can't believe it
I know it is frustrating when X
Yep, uh-huh, I get it
I am sorry, I can understand how difficult this is for you
When a call comes in I use which button to pull up the connect screen?
0%
0
0%
0
0%
0
Which ACD status do you use to go into the que (start receiving calls)?
9 - Directed Work
1 - Approved Time
Available
4 - Front Desk
None of These
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