Time Management and Communication Skills Quiz

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Questions and Answers

What is the expectation regarding meeting deadlines?

Complete all assigned tasks by the given deadlines (correct)

Ask for extensions for all tasks

Ignore deadlines if necessary

Submit tasks after the deadlines

What should be done if a deadline cannot be met?

Blame others for the delay

Keep silent about the delay

Communicate promptly with a valid reason and request an extension if necessary (correct)

Ignore the missed deadline

What is the Zero Inbox Mentality about?

Ignoring the email inbox

Reading emails once a week

Responding to emails after a month

Regularly managing the email inbox to maintain a clear inbox (correct)

What is required after every meeting as per the text?

Send a concise meeting recap to specific individuals within 24 hours Signup and view all the answers

What is expected regarding team morale boosting?

Actively contribute to a positive work environment by recognizing and celebrating achievements Signup and view all the answers

What should team members embody in every aspect of work according to the text?

Embrace and embody the company's values, demonstrating commitment to the company's mission Signup and view all the answers

What is the individual responsibility for managing inbound calls?

To monitor the DialPad dashboard and accept incoming calls Signup and view all the answers

What is the requirement for talk time for each agent?

Four hours of talk time or equivalent dials to total tickets in the queue by EOD Signup and view all the answers

What should specialists handle in relation to incoming client calls?

Handle incoming client calls if they have the capability and capacity to do so Signup and view all the answers

How should team members manage their individual queue/tasks if the tickets are past due?

Communicate with their supervisor before the end of that business day Signup and view all the answers

What is the procedure for updating due dates when making changes to an existing ticket?

The date should reflect the changes made as well as the notes left inside the ticket Signup and view all the answers

What is the requirement regarding contact attempts for all tickets?

All tickets should be attempted at least 3 times prior to notifying Client Support Management and/or solving Signup and view all the answers

What should specialists do with SOL templates and warning cancellation emails?

Upload them as an attachment to the client’s program Signup and view all the answers

What should specialists do if they need to go on off duty?

Use statuses in Dialpad appropriately Signup and view all the answers

What should specialists do with ticket queues?

Complete these queues daily Signup and view all the answers

How should specialists handle notes after every interaction with a client?

Notes MUST be left after every interaction with a client Signup and view all the answers

Study Notes

Meeting Deadlines

Meet deadlines as expected, if unable to meet, notify the team and provide a revised deadline
Communicate proactively if a deadline cannot be met

Zero Inbox Mentality

Manage inbox by keeping it empty, handling and responding to all emails and notifications in a timely manner

Post-Meeting Requirements

Send a summary of the meeting to all attendees and stakeholders

Team Morale

Boost team morale by recognizing and appreciating team members' efforts and contributions

Work Ethic

Embody a proactive, solution-focused, and customer-centric approach in every aspect of work

Inbound Calls

Individual responsibility for managing inbound calls, ensure timely responses to client calls

Talk Time

Minimum of 80% talk time for each agent, ensure efficient and effective communication with clients

Specialist Responsibilities

Handle incoming client calls, respond to client queries, and provide timely solutions

Ticket Management

Manage individual queues and tasks, prioritize and address past-due tickets promptly

Updating Due Dates

Update due dates when making changes to an existing ticket, ensure accuracy and timeliness

Contact Attempts

Make a minimum of three contact attempts for all tickets, ensure consistent and proactive communication

SOL Templates and Warning Cancellation Emails

Use SOL templates and warning cancellation emails effectively to manage client communications and expectations

Off-Duty Procedure

Notify the team and update the status when going on off-duty, ensure seamless transition of tasks

Ticket Queue Management

Manage ticket queues efficiently, prioritize and address tickets in a timely manner

Note-Taking

Take detailed notes after every interaction with a client, ensure accuracy and consistency in communication

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Description

Test your time management and communication skills with this quiz. Evaluate your ability to meet deadlines, communicate effectively in case of delays, maintain a zero inbox mentality, and submit meeting recaps.