Frontier - Day 2 Review

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Across
  1. 2. True or False - Cold transfer means that you will speak with the supervisor/representative before transferring the customer.
  2. 3. You can message your Team Leader via teleNetwork email, ____, and Spark message.
  3. 4. _____ minutes is too long for a customer to be on hold.
  4. 10. The _____ _____ is the tool that shows service problem and outages for ISPs.
  5. 12. You lose points by being _____ or absent.
  6. 13. Do you ask the customer for permission to place them on hold?
  7. 16. Calls that are graded by your Team Leader, a member of the QA staff, or a mentor are called _____.
  8. 18. Which calls do you need to take notes on?
  9. 19. True or False - The 3 resolution paths are fix it, ticket it, and refer it.
  10. 20. When should you take your notes? (During the call or at the end of the call?)
  11. 21. This is the phone option you use when you need to sneeze or cough.
Down
  1. 1. How many hours are you required to work for an hour unpaid lunch break?
  2. 3. You can find more information about the teleNetwork point policy in the ____ ____
  3. 5. This is the phone option that plays music. You use this when it is going to take a few minutes to do research or gather information for the customer.
  4. 6. Attendance points - How many points will get you fired?
  5. 7. True or False - Smoking is allowed on teleNetwork property.
  6. 8. Your Team Leader just updated your file with your performance review. Where can you find this?
  7. 9. The number of points you lose if you provide a doctor's note.
  8. 11. How many weekend hours of availability are you required to submit per month?
  9. 12. How many hours are you required to submit over your requested availability?
  10. 14. If you are going to be late or absent you should contact your ____ ____
  11. 15. How many hours are you required to work for a 15 minute break?
  12. 17. You can reach a L2 via your team's chat room on _____.