Ae Customer Service March Skills Verification
Settings
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- 1.GCCU softphone has been enhanced. One of the enhancement is to remove unnecessary pop up box during start up. What pop up box was removed?
- A.
Contact Screen
- B.
Command Prompt
- C.
Call Log Screen
- D.
Soft Phone Screen
- 2.How many steps were removed from Supervised Call Transfer to help reduce customer waiting time and advisor's AHT?
- A.
1
- B.
2
- C.
3
- D.
4
- 3.After 2nd call transfer, currently, Agent ID is retained and captured in the contact screen. With the current enhancement, what is now retained in the contact screen?
- A.
Account Number
- B.
Company or Customer Name
- C.
Country
- D.
All of the above
- 4.How many AUX code do we and use in AE?
- A.
6
- B.
7
- C.
8
- D.
9
- 5.To enable advisors to have easy access to customer contact numbers and prevent manual saving of the numbers, a new feature has been added to soft phone. What is this new feature?
- A.
Call Recording Feature
- B.
Call Log Feature
- C.
Number Retention Feature
- D.
Customer Identification Feature
- 6.What is COE?
- A.
Contact Center Excellence
- B.
Certificate Of Excellence
- C.
Center Of Expertise
- D.
Center Of Excellence
- 7.What is GMB?
- A.
Global Mandate Billing
- B.
Global Management Builders
- C.
Global Management Board
- D.
Global Manual Billing
- 8.What is KPI?
- A.
Key Performance Incentive
- B.
Key Performance Indicator
- C.
Key Performance Incident
- D.
Key Performance Internal
- 9.Where can we access our Motiv8?
- A.
My Learning World
- B.
CS Shared Folder
- C.
HRIS
- D.
ANI Database
- 10.How many Call Quality Evaluation a Supervisor does monthly?
- A.
Minimum of 8
- B.
Minimum of 9
- C.
Minimum of 10
- D.
Minimum of 15
- 11.In CIS connecting through email, what are the 4 Golden Rules of email communication?
- A.
Read the email, count to ten before answering, use the email framework, check before you send
- B.
Understand the message, use the Email Framework, use positive language, double check before you send
- C.
Wait until the end of the day to respond to emails, use the Email Framework, use open questions, check before you send
- D.
All of the above
- 12.Which from below is the thing you don't need to check when responding or sending email before you press send?
- A.
Spelling and Grammar
- B.
Is the language clean and green
- C.
If email framework was used
- D.
The time the email was sent
- 13.Communicating by email is …?
- A.
Less important than communicating by telephone to our Customers
- B.
More important than communicating by telephone to our Customers
- C.
As important as communicating by telephone to our Customers
- D.
Is not important and telephone communication should always be done
- 14.What are the elements of the DHL Express Email Framework?
- A.
Greeting, pleasantry, purpose, main message, closing line, sign off
- B.
Greeting, purpose, main message, other messages, sign off
- C.
Pleasantry, purpose, main message, closing line, sign off
- D.
Greetings, Pleasantry, Main Message, Sign off
- 15.Email communication for DHL is ….?
- A.
Part of DHL Express Service Standards
- B.
Part of our Customers’ experience of the DHL Express brand
- C.
Part of technique in managing challenging situation
- D.
Part of technique to acquire more business with customers
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