Ae Customer Service March Skills Verification

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Ae Customer Service March Skills Verification - Quiz

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

    Correct Answer
    B. Command Prompt
    Explanation
    The correct answer is "Command Prompt". The enhancement made to the GCCU softphone was the removal of an unnecessary pop-up box during startup. This pop-up box was the Command Prompt.

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  • 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

    Correct Answer
    A. 1
    Explanation
    One step was removed from Supervised Call Transfer to help reduce customer waiting time and advisor's AHT.

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  • 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

    Correct Answer
    D. All of the above
    Explanation
    With the current enhancement, all of the above information (Account Number, Company or Customer Name, and Country) is retained and captured in the contact screen after the 2nd call transfer. This means that the Agent ID, Account Number, Company or Customer Name, and Country will all be displayed and accessible on the contact screen for reference and further actions.

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  • 4. 

    How many AUX code do we and use in AE? 

    • A.

      6

    • B.

      7

    • C.

      8

    • D.

      9

    Correct Answer
    C. 8
    Explanation
    There are eight AUX codes used in AE.

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  • 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

    Correct Answer
    B. Call Log Feature
    Explanation
    The new feature added to the soft phone is the Call Log Feature. This feature enables advisors to easily access customer contact numbers and prevents the need for manual saving of the numbers. With the Call Log Feature, advisors can keep track of all incoming and outgoing calls, including the contact numbers associated with those calls. This allows for easy reference and retrieval of customer contact information, improving efficiency and customer service.

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  • 6. 

    What is COE?

    • A.

      Contact Center Excellence

    • B.

      Certificate Of Excellence

    • C.

      Center Of Expertise

    • D.

      Center Of Excellence

    Correct Answer
    D. Center Of Excellence
    Explanation
    COE stands for Center of Excellence. This term is commonly used to refer to a team or department within an organization that is recognized for its exceptional knowledge, expertise, and performance in a specific area. A Center of Excellence is responsible for driving innovation, best practices, and continuous improvement in its field. It serves as a centralized hub for sharing knowledge, providing guidance, and delivering specialized services to other parts of the organization. A Center of Excellence is typically composed of highly skilled professionals who collaborate to achieve strategic objectives and elevate the overall performance of the organization.

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  • 7. 

    What is GMB?

    • A.

      Global Mandate Billing

    • B.

      Global Management Builders

    • C.

      Global Management Board

    • D.

      Global Manual Billing

    Correct Answer
    C. Global Management Board
    Explanation
    GMB stands for Global Management Board. This refers to a governing body or committee responsible for making strategic decisions and overseeing the management of a global organization. The Global Management Board would typically consist of senior executives and key stakeholders who work together to set goals, develop policies, and ensure the effective operation and growth of the organization on a global scale.

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  • 8. 

    Where can we access our Motiv8?

    • A.

      My Learning World

    • B.

      CS Shared Folder

    • C.

      HRIS

    • D.

      ANI Database

    Correct Answer
    C. HRIS
    Explanation
    HRIS stands for Human Resources Information System, which is a software system used by organizations to manage and store employee data. Accessing Motiv8 through HRIS would make sense as it is a platform specifically designed for managing and accessing employee-related information. My Learning World, CS Shared Folder, and ANI Database do not seem to be relevant platforms for accessing Motiv8.

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  • 9. 

    What is KPI?

    • A.

      Key Performance Incentive

    • B.

      Key Performance Indicator

    • C.

      Key Performance Incident

    • D.

      Key Performance Internal

    Correct Answer
    B. Key Performance Indicator
    Explanation
    KPI stands for Key Performance Indicator. It is a measurable value that indicates how effectively an organization is achieving its key objectives. KPIs are used to evaluate the success of a particular activity or process and are crucial in monitoring and improving performance. They provide a clear and quantifiable measure of progress towards goals and help in making informed decisions to drive organizational growth and success.

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  • 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

    Correct Answer
    C. Minimum of 10
    Explanation
    The correct answer is "Minimum of 10" because it indicates the minimum number of Call Quality Evaluations that a Supervisor is required to do monthly. This means that the Supervisor must evaluate at least 10 calls each month to meet the minimum requirement.

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  • 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

    Correct Answer
    B. Understand the message, use the Email Framework, use positive language, double check before you send
    Explanation
    The 4 Golden Rules of email communication are to understand the message, use the Email Framework, use positive language, and double check before sending. These rules emphasize the importance of comprehending the content of the email, following a structured framework for effective communication, maintaining a positive tone, and reviewing the email for any errors or mistakes before hitting the send button. Following these rules can help ensure clear and professional email communication.

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  • 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

    Correct Answer
    D. The time the email was sent
    Explanation
    When responding or sending an email, the time the email was sent is not something that needs to be checked. This is because the time the email was sent does not affect the content or the quality of the email. The focus should be on checking for spelling and grammar errors, ensuring the language used is appropriate, and verifying if an email framework was used if necessary.

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  • 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

    Correct Answer
    C. As important as communicating by telephone to our Customers
    Explanation
    Email communication is as important as communicating by telephone to our customers. This means that both methods of communication hold equal significance in effectively reaching and interacting with our customers. It suggests that email should not be disregarded or considered less important than telephone communication when engaging with customers. Instead, both channels should be utilized and given equal importance to ensure effective and efficient communication with customers.

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  • 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

    Correct Answer
    A. Greeting, pleasantry, purpose, main message, closing line, sign off
    Explanation
    The elements of the DHL Express Email Framework include a greeting, pleasantry, purpose, main message, closing line, and sign off. These elements are essential in creating a well-structured and professional email. The greeting sets a friendly tone, the pleasantry adds a personal touch, and the purpose clarifies the reason for the email. The main message delivers the key information, while the closing line wraps up the email. Finally, the sign off provides a polite and professional ending to the email.

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  • 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

    Correct Answer
    B. Part of our Customers’ experience of the DHL Express brand
    Explanation
    Email communication is part of the customers' experience of the DHL Express brand. This means that the way DHL communicates with its customers through email plays a crucial role in shaping their overall perception of the brand. Effective and professional email communication can enhance the customers' experience, while poor communication can have a negative impact. Therefore, DHL considers email communication as an important aspect of its brand image and strives to provide a positive experience to its customers through this channel.

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  • Current Version
  • Jan 12, 2024
    Quiz Edited by
    ProProfs Editorial Team
  • Mar 15, 2015
    Quiz Created by
    Zziadeh
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