Ae Customer Service March Skills Verification

15 Questions

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Ae Customer Service March Skills Verification

To be a professional customer service agent you have to ensure that you have some basic knowledge of what is expected of you. Take up the Ae Customer Service March Skills Verification below to see if you meet the qualifications needed in the field. All the best as you tackle it!


Questions and Answers
  • 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