Jacob Wilson called into GTConnect around 11:30am, what would be your opening script?

NEW INTAKE FIRST ASSESSMENT TEST (FEB,2021)

Quiz
•
Professional Development, Other
•
Professional Development
•
Medium

gtcontactcenter contact center
Used 8+ times
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20 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
Good morning, my name is ......go ahead, I can hear you.
Good morning, my name is ......whats your account number?
Good morning, my name is ...... May I please have your account number?
Good afternoon, my name is...... How may I assist you?
2.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
You are on a call with Fredrick Chiwendu and you need to place the customer on hold for the first time. What standard script would you use?
May I please place you on hold while I ......
Please stay on hold while I ......
Kindly hold on the line while I ......
May I place you on hold while I ......
3.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
. Kadijat Anisulowo, complained of an uncredited nips transfer to other banks, how many authentication is required before her complaint can be treated?
3
4
5
6
4.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
Mr Adekunle requested for online banking login details but has his friend's e-mail address. What information would you give to the customer?
Inform customer to fill indemnity form to enable us send login details to his friend's email
He should send a signed written instruction to GTconnect
He should dictate his friend's email address for login details to be sent.
Login details is sent to customer's registered e-mail address with GTBank. Suggest customer visit the branch to update email address on account.
5.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
Makinde Adeyemi, a student of University of Lagos engaged you as a CCR and you have resolved his issue. What would be your closing script?
Thank you for choosing Guaranty Trust Bank
Thank you for choosing GTBank, do have a good day
Thank you for choosing Guaranty Trust Bank, enjoy the rest of your day
Thank you for choosing Guaranty Trust Bank, do have a good day
6.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Fidelis Onuchukwu, lodged a complaint and you resolved his issue. On which application would you put your interaction with him?
CRM
Basis
Postilion
Nuban checker
7.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
Olori Moyin complained that she initiated a NEFT transfer of N100,000 after 1pm today and beneficiary is yet to get value. What could be the issue?
Beneficiary will get value the next working day
It could be network issue
Beneficiary will get value the next day
Customer should calm down as it would be escalated to the unit in charge
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