NCP quiz

Question 1: If a customer cannot be reached on the first attempt, when is the next attempt made to contact them?

• A) The same day

• B) After 3 days

• C) The next day

• D) After 7 days

Answer explanation

The contact ideally needs to be made the next day. Else the earliest next available day

Question 2: What action is taken if a customer cannot be reached on the second attempt?

• A) The case is immediately closed.

• B) An NCP 1 email is sent to the customer.

• C) A voicemail is left for the customer.

• D) An NCP 2 email is sent to the customer.

Question 3: How many days after sending the NCP 1 email should agents wait before considering to close the case if there has been no response from the customer?

• A) 3 days

• B) 5 days

• C) 7 days

• D) 10 days

Question 4: What does the NCP 2 email signify?

• A) It's a reminder to the customer to contact the company.

• B) It informs the customer about a new complaint.

• C) It states that the company hasn't been able to reach the customer, the steps taken to resolve the complaint, and that the case is now closed.

• D) It asks the customer for additional information to proceed with the case.

Question 5: Which of the following is considered a misuse of the process by agents?

• A) Sending the NCP 1 email after the second   attempt.

• B) Closing the case on day 5 without waiting for 7 days after sending the NCP 1 email.

• C) Trying to contact the customer the next day after the first failed attempt.

• D) Waiting for 7 days after the NCP 1 email before sending the NCP 2 email.

Select the most appropriate action based on the process described.
Scenario 1: You tried contacting the customer on Monday and couldn't reach them. You tried again on Tuesday with no success. What is your next step?

• A) Wait for the customer to call back.

• B) Close the case.

• C) Send the NCP 1 email to the customer.

• D) Send the NCP 2 email to the customer.

Scenario 2: It's been 4 days since you sent the NCP 1 email, and there has been no response from the customer. What should you do?

• A) Close the case.

• B) Send the NCP 2 email.

• C) Continue to wait for the customer's response.

• D) Try to call the customer again.

 

Scenario 3: Ten days have passed since sending the NCP 1 email, and the customer has not responded. What is the correct process?

• A) Keep the case open indefinitely.

• B) Close the case without further action.

• C) Send a follow-up email asking for a response.

• D) Send the NCP 2 email stating the case is now closed due to no response.

Scenario 4: An agent closes the case five days after sending the NCP 1 email because the customer did not respond. Is this action correct?

• A) Yes, because the customer did not respond.

• B) No, unless the customer specifically requested the case to be closed.

• C) Yes, if the agent tried calling the customer again within those 5 days.

• D) No, the agent should have waited 7 days before taking further action.

Scenario 5: An agent receives a new case but decides it's similar to a previously resolved case. Instead of attempting to contact the customer, the agent immediately sends an NCP 1 email. Is this action appropriate?

• A) No, the agent should attempt to contact the customer first before sending an NCP 1 email.

• B) Yes, because the case is similar to one that was already resolved.

• C) Yes, if the agent includes information from the previous case in the NCP 1 email.

• D) No, unless the customer has explicitly stated they prefer email communication only.