In this post, I present 10 Quiz Questions on Live Chat in your Contact Center. For you to review some fundamental know-how on this popular Customer channel.
We started teaching Live Chat in 2007 with one course designed specifically for Management and another course designed specifically for Agents who interact with Customers via Live Chat.
This Quiz draws from both courses which we’ve run dozens of times over the last 17 years around the world.
Implementing and running a successful channel is a business discipline.
It isn’t the place to practice on your Customers and your business results and hope everything turns out alright.
All the questions in this Quiz refer to the use of human Agents who interact with Customers.
Enjoy the Quiz!
10 Quiz Questions on Live Chat in the Contact Center
Below are 10 multiple choice questions on Live Chat in the Contact Center.
For each multiple choice question select either A, B, C or D. There is one correct answer for each question.
Do your best to select the right answer, without using any online help. With any business discipline there is fundamental know-how that practitioners just ‘know’.
Here are the 10 Quiz Questions on Live Chat in the Contact Center – good luck!
1. Which of the following generational age groups ‘like’ using Live Chat?
I. Gen Z (18 – 28)
II. Millenials (29 = 43)
III. Baby Boomers (59 or older)
IV. All generational age groups
a. IV only
b. I and II only
c. I only
d. III and IV only
2. Which of the following is the best measure of Agent productivity for Live Chat?
a. Average Handling Time
b. Adherence to Schedule
c. Customer Satisfaction survey rating for the chat
d. Number of chats handled within a defined time period
3. Which of the following statements is NOT true?
a. Customer wait time for their chat to be responded to by the Agent should be short
b. Phone Agents sometimes find it easier to transition to Live Chat as compared to Email Agents
c. The metric of ‘Chat Density’ refers to how many ‘lines’ an Agent needs to send in a chat
d. Average Handling Time for handling a chat lies largely in the control of the Agent
4. Which of the following Agent phrasing sounds better in most cases?
a. I’m sorry but we need you to sign this authorization letter
b. We regret to inform you that the authorization letter needs to be signed
c. May I ask you to sign the authorization letter?
d. So that we can open your account may I ask you to sign your authorization letter?
5. Which of the following objectives fall into the category of Strategic Objectives for Live Chat?
I. Customer Satisfaction
II. Revenue Generation
III. Cost / Cost per Live Chat
IV. Chat Density
a. I and II only
b. I, II and III only
c. I and IV only
d. I, II, III and IV
6. Which of the following statements is TRUE?
a. The Agent’s chat can be a mix of free-form typing and the use of pre-written templates
b. All Customer contacts received via Live Chat should be closed in Live Chat
c. Live Chat conversations should be more formal in nature than a phone call
d. Live Chat conversations tend to be shorter than a phone call for the same enquiry
7. Restating the Customer’s enquiry in Live Chat is important. Which answer below is the best/main reason why this is true?
a. To let the Customer know they have been heard
b. To ensure that you respond to the Customer’s requests in the order that the Customer presented them
c. Actually restating the Customer’s enquiry isn’t necessary as it takes too much time
d. None of the above
8. Which of the following Agent statements is a good example of handling a Basic Enquiry?
a. The Customer in the theme park asks where they can access a map to the grounds. The Agent replies with how to access a map and then asks, “Is there somewhere I can help you find?”
b. The Customer ask for a deposit waiver which is not possible in the circumstances. The Agent replies, “Thanks for asking Mr/Mrs Y, the reason that the deposit is required is so that…”
c. The Customer asks which carnival ride is the best for their 6-year child. The Agent replies, “The Zoo Carousel is perfect for a 6-year old because it doesn’t go too fast and children like all the different animals.”
d. The Customer has shared that their water is out and has answered all the Agent’s diagnostic and learning questions. The Agent then says, “Thank you for answering my questions. Let me just reconfirm all the key details for you before I arrange our technician to come by…”
9. The Explain it Like I am 5 Years Old (or ELI5) communication technique refers to:
a. Simplifying everything you say so that Customers understand you better
b. Inserting an attachment in the chat that the Customer can refer to or print out
c. Coming up with a metaphor or simile to make a complex idea or piece of information easier to understand
d. A realization that we sometimes have to talk down to Customers
10. To be successful with Customers in the Live Chat channel there are two absolute requirements. Which two of the options below would they be?
I. Positive Tone
II. Average Handling Time
III. Agents must meet # of concurrent (same time) chat targets
IV. Chat is answered quickly
a. I and IV only
b. I, II and III only
c. I and III only
d. I, II, III and IV
Thank you for taking the Live Chat Quiz!
If you want to know how you did just send me an email to [email protected]
In that email tell me you took the Quiz for Live Chat and simply write down the question number and the answer that you selected (either A, B, C or D).
Your email to me will look like this example below:
- A
- B
- A
- C
Etc. for all 10 questions.
Once I receive your email I will let you know how you did.
Thank you for reading!
I help and inspire people around the world through transformative training in Contact Centers, Customer Service and Customer Experience.
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Daniel Ord
[email protected] / www.omnitouchinternational.com
