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