The 10 Quiz Questions
These questions are drawn from our Contact Center training programs, including both Live Chat management and frontline delivery.
This is a topic we’ve been teaching since 2007.
We hope these questions are helpful.
Instructions
Answer the 10 questions below without using notes, books, or external help.
Each question has one correct answer — A, B, C, or D.
I’ve put the Answer Key at the end so you can check your own answers when you’re ready.
Have fun!
Question 1
Which of the following generational age groups “like” using Live Chat?
I. Gen Z (18–28)
II. Millennials (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
Question 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 score
D. Number of chats handled within a defined time period
Question 3
Which of the following statements is NOT true?
A. Customer wait time for chat response should be short
B. Phone Agents sometimes transition more easily to Live Chat than Email Agents
C. “Chat Density” refers to how many lines an Agent sends in a chat
D. Average Handling Time for chat is largely within the Agent’s control
Question 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?
Question 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
Question 6
Which of the following statements is TRUE?
A. The Agent’s chat can combine free-form typing and pre-written templates
B. All Live Chat contacts must be resolved within the chat channel
C. Live Chat conversations should be more formal than phone calls
D. Live Chat conversations are always shorter than phone calls
Question 7
Restating the Customer’s enquiry in Live Chat is important. What is the main reason?
A. To show the Customer they have been heard
B. To ensure responses follow the Customer’s sequence
C. It is not necessary and wastes time
D. None of the above
Question 8
Which of the following Agent statements is a good example of handling a Basic Enquiry?
A. The Customer asks for a map; the Agent provides the map and asks another question
B. The Customer asks for a deposit waiver; the Agent explains why it is required
C. The Customer asks about a ride; the Agent recommends an appropriate option
D. The Customer reports no water; the Agent confirms details before dispatching a technician
Question 9
The “Explain It Like I Am 5 Years Old” (ELI5) communication technique refers to:
A. Simplifying everything you say
B. Sending attachments for reference
C. Using metaphors or analogies to explain complex ideas
D. Talking down to Customers
Question 10
To be successful with Customers in the Live Chat channel, which two are absolute requirements?
I. Positive Tone
II. Average Handling Time
III. Meeting concurrent chat targets
IV. Fast response time
A. I and IV only
B. I, II and III only
C. I and III only
D. I, II, III and IV
The Answer Key
Here are the correct answers:
A
B
D
D
B
A
A
A
C
A
In closing
If you found some of these questions straightforward, that’s a good sign.
If a few made you pause — even better.
Because in Contact Centers, success in channels like Live Chat depends on understanding how operational choices, communication style, and metrics come together to shape real Customer outcomes.
If you’d like to go deeper into Live Chat — or build stronger capability in your Contact Center — feel free to reach out.
Explore More Contact Center Articles
If you’d like to go deeper into core Contact Center competencies, these articles will help.
What to Know About Contact Center Agent Performance
15 Quiz Questions on Contact Center Operations (Part 1)
15 Quiz Questions on Contact Center Operations (Part 2)
