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FST Wave 2C OXG

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  • What is the QA target for skill component 1?
    85%
  • This is a number that denotes the position or place of an object
    Ordinal number
  • How do we produce /f/ sounds? All group members must pronounce foxtrot.
    Place your upper teeth on your lower lip and let air escape gently.
  • It is the standard representation of producing sounds by oral representation.
    International Phonetic Alphabet
  • Name the 2 number formats.
    Cardinal and Ordinal numbers
  • Which body parts are used to produce /b/ sounds?
    Upper and lower lip, vocal chords
  • How many hours is the time difference if customer is calling from Pacific time zone during DST?
    15 hours
  • Name all 7 metrics during grad bay.
    QA, AHT, AWT, Upsells, Saves, Schedule Adherence and FCR.
  • It refers to unique identification number specific to the process and distinguishes it from other processes.
    Process Numbers
  • What time is it in Manila if customer is calling from New York at 9:45 AM EST.
    9:45 PM Manila time
  • What do you call the body parts that aid in sound production?
    Articulators
  • Name 6 types of process numbers.
    Dates, amount, phone number, account number, card information, timezone.
  • What sound is produced by placing the tip of your tongue at the back of your upper teeth, then let a tiny spurt of air? All members should pronounce the word correctly.
    /t/ sounds
  • How do we produce soft /th/ sounds. Provide an example of a word and all members should pronounce it correctly.
    Place the tip of the tongue between the upper and lower teeth. Then, lightly blow air out of your mouth.
  • Modified rue or False. You need to verify the customer's phone number and zip code for verified caller in Five9.
    False. Verify the customer's name.
  • Give a sample of queue callback scripting.
    Hi, my name is _ returning your call from _. Please note that all calls are recorded for security and monitoring purposes. How can I assist you today?
  • This is a number that denotes the count of any object.
    Cardinal number
  • What information do you ask the customer is you received unverified caller in FIve9?
    Email address or last name and zip code
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