Team 1
0
Team 2
0
Teams
Name
Score
1
2
3
4
5
6
7
8
9
10
11
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13
14
Loading
15
×
“Can you ___ your address for security?”
Confirm/Verify
Oops!
Check
Okay!
Check
15
×
“I will ___ you after lunch.”
Call/Return
Oops!
Check
Okay!
Check
15
×
Identify the Mistake “I escalated the phone.”
“I escalated the problem.”
Oops!
Check
Okay!
Check
15
×
Which action means “to stop talking but stay in the call”?
Mute
Oops!
Check
Okay!
Check
15
×
“The call was ___ accidentally.”
Disconnected/Released
Oops!
Check
Okay!
Check
×
monster
Reset all scores!
Oops!
×
star
Double points!
Okay!
×
rocket
Go to first place!
Okay!
×
thief
Give points!
5
10
15
20
25
15
×
“Please ___ while I check your account.”
Hold
Oops!
Check
Okay!
Check
15
×
What is the action when you connect a customer to another agent?
Transfer/Direct
Oops!
Check
Okay!
Check
15
×
Identify the Mistake. “Please mute for a moment.”
“Please hold for a moment.”
Oops!
Check
Okay!
Check
15
×
Which word means to check information twice?
Verify
Oops!
Check
Okay!
Check
×
banana
Go to last place!
Oops!
×
magnet
Take 15 points!
Okay!
×
rocket
Go to first place!
Okay!
×
lifesaver
Give 15 points!
Oops!
15
×
Identify the Mistake. “I will repeat you to my manager.”
“I will transfer you to my manager.”
Oops!
Check
Okay!
Check
15
×
What word means to pass a problem to a supervisor?
Escalate
Oops!
Check
Okay!
Check
×
lifesaver
Give 25 points!
Oops!
×
shark
Other team loses 25 points!
Okay!
×
fairy
Take points!
5
10
15
20
25
×
thief
Give points!
5
10
15
20
25
×
Restart
Review
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