Leaders Exam | Contacts Plus

2.

Future coaching practices don’t tie quality scores to performance pay.

True Flase

3.

Current coaching practices drive feedback directly back to the agent thru a “dashboard” for self- management

True False

4.

One of the 12 monitoring guidelines, do not publicly post monitoring results by name or other data that could identify an individual agent The supervisors should deliver the training and coaching always.

True False

5.

The best practices in quality scorecard methods are using sliding scale 33% and Yes/ No 67%.

True False

6.

Developing scorecard content overall includes opening, body and closing.

True False

7.

One of the QA program benefit is to use the results to improve hiring and training.

True False

8.

The most important challenge for QA program is lack of time to monitor.

True False

9.

It’s not important to have calls recording sample of good and bad calls to be used in training the new hires.

True False

10.

When training and coaching performed, we have to implement immediate corrective action as well as development plan based on the cases.

True False

11.

When performed training and coaching, usually we have to include external trainer/ consultant.

True False

12.

The training and coaching should covers only skills and knowledge.

True False

13.

When deliver training, we should stick on workshop only.

True False

14.

One of the must – not- do items in training and coaching is do not be negative, rude or disrespectful.

True False

15.

One of the must- not - do items in training and coaching is to provide prompt feedback and comprehensive agent evaluations on regular basis.

True False

16.

When collect QA results and feedback, we should have a plan to close gaps in people, processes and technology.

True False

17.

Verbal feedback should be organized, concise and personal only.

True False

18.

Written feedback should be including but not limited to logical, accurate and constructive.

True False

19.

When provide feedback, you have to have category for fatal and non-fatal errors.

True False

20.

The record and review QA method is the simple one to implement.

True False

21.

The criteria for QA selection is a crucial for business direction.

True False

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