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A Day in the Life of an Agent

Quiz by Kaitlyn Tyner

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16 questions
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  • Q1

    What is the first thing you should ask yourself according to the Agent Mindset?

    Was I empathetic? 

    What part of this concern does IPSY own and how can I communicate that?

    How can I delight the member?

    Do I understand ALL member concerns?

    30s
  • Q2

    Which channel requires you to answer member concerns within 8 hours

    Users re-arrange answers into correct order
    Jumble
    30s
  • Q3

    Place the agent metrics in order from heaviest to lightest.

    Users link answers
    Linking
    30s
  • Q4

    What is our CSAT goal?

    82%

    95%

    90%

    30s
  • Q5

    Our Customer Satisfaction Survey is sent automatically via email 12 hours after a ticket is set to "Solved"

    false
    true
    True or False
    30s
  • Q6

    Which number is most important to keep track of?

    Question Image

    Satisfaction Score

    Average CSAT

    30s
  • Q7

    What does the C stand for in the CARE rubric?

    Users enter free text
    Type an Answer
    30s
  • Q8

    Which part of the CARE Rubric addresses providing context around the action we take and anticipating ALL member needs?

    Users enter free text
    Type an Answer
    30s
  • Q9

    Which part of the CARE Rubric embraces placing yourself in the member's shoes and showing compassion?

    Users enter free text
    Type an Answer
    30s
  • Q10

    Which part of the CARE Rubric emphasizes the importance of taking the entire member's profile into consideration in order to eliminate the need for response?

    Users enter free text
    Type an Answer
    30s
  • Q11

    Which are of the Quality Assurance Scorecard has the largest weight?

    Clarity

    Resolution

    Rapport

    Process

    30s
  • Q12

    What is the only autofail for the QA scorecard?

    Did we edit the macro for clarity and avoid repeating language?

    Did we follow the policies and procedures that provide the best member experience?

    Did we complete all necessary Zendesk fields?

    Were we PCI Compliant by following the Data and Security Guidelines?

    30s
  • Q13

    Productivity is measured by average daily number of resolved tickets.

    true
    false
    True or False
    30s
  • Q14

    You should open more than one ticket at once to increase your productivity. 

    false
    true
    True or False
    30s
  • Q15

    If you need more information about IPSY, where should you reach out?

    The Member's Portal History

    #Ipsytwerk or a Senior Agent

    The Ada Bot

    30s

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