NSDC Certification Test: Quiz!
(191).jpg "NSDC Certification Test: Quiz!")
- 1.The key factors that include in professionalism are
- Attitude
- A.
1
- B.
2
- C.
Both 1 and 2
- D.
None of the above
- 2.The call that was transferred back to queue because it was not answered by an agent in the specified time is
- A.
Received call
- B.
Overflowed call
- C.
Bounced call
- D.
Abandoned
- 3.The method to escalate a call to a supervisor without consulting him is
- A.
Blind escalate
- B.
Escalate with consultation
- C.
Escalate with conference
- D.
. None of these
- 4.How to improve listening skills?
- A.
Prepare yourself to listen
- B.
Identify key words
- C.
Both 1 and 2
- D.
None of the above
- 5.Types of questions are:
- A.
Open ended questions
- B.
Close ended questions
- C.
Both 1 and 2
- D.
None of these
- 6.To build customer loyalty, what is the main quality needed in an agent?
- A.
Understand ur customer goals
- B.
Be consistent
- C.
Communicate
- D.
All the above
- 7.Which of these is an input device?
- A.
Monitor
- B.
Printer
- C.
Keyboard
- D.
All the above
- 8.Is there a need to allow customers to express his/her concern?
- A.
True
- B.
False
- 9.Customers are truly satisfied only when their expectations are met or exceeded.
- A.
True
- B.
False
- 10.While picking up the phone is it good practice to identify yourself and your company.
- A.
True
- B.
False
- 11.To determine and ensure that sufficient resources are available when the center needs them is not a function of the resource manager.
- A.
True
- B.
False
- 12.Your shift starts at 8 am. You get stuck in traffic and get delayed to work by half an hour. However, your manager is quite particular about you meeting your daily target of 60 calls. Which of the following is the correct method to achieve your target?
- A.
I will wrap up calls in shorter duration so that I can take more number of calls.
- B.
I will extend my evening out-time by half an hour in order to achieve my targets.
- C.
I will do the tagging as I am talking to the customer thereby reducing the wrap-up time
- D.
I will take calls at my usual pace but will do tagging only for the critical calls.
- 13.Which of the following is highly confidential personal information, which should not be asked from the customer?
- A.
Email ID
- B.
Company Name
- C.
PAN number
- D.
Bank account number
- 14.It is compulsory for a customer care executive to resolve at least 80% of calls by himself, without referring them to his seniors. If a customer care executive gets a total of 90 calls, what is the maximum number of calls that he can refer to his seniors?
- A.
10
- B.
18
- C.
20
- D.
28
- 15.the call transer from one department to another department is called as warm transfer.
- A.
True
- B.
False
- 16.the call console contains which of the following areas.
- A.
Current calls
- B.
Adress
- C.
Name
- D.
None of the above
- 17.The act which helps workers/employees who are injured at work or get sick from their work is:
- A.
Workmen compensation act
- B.
Maternity benift act
- C.
Both 1 and 2
- D.
None of the above
- 18.what is TAT?
- A.
Turn about time
- B.
Tune about time
- C.
Turn around time
- D.
None of the above
- 19.what are the qualities that a call center agent should have?
- A.
Communication skills
- B.
Product knowledge
- C.
Presence of mind
- D.
All the above
- 20.To manage a relationship with an irate or abusive customer what is the quality that an CCE should have?
- A.
To remain calm
- B.
To abuse
- C.
To cut the call
- D.
None of these
- 21.what is CSAT?
- A.
Customer satisfaction score
- B.
Customer stability score
- C.
Customer safe score
- D.
None f the above
- 22.what is the best way to build rapport with the customer?
- A.
Better listening skills
- B.
Better communication skills
- C.
Both 1 and 2
- D.
None of the above
- 23.among these customer responses which of these are present in CRM Tool.
- A.
Not interested
- B.
Interested
- C.
Donot Disturb
- D.
All the above
- 24.The key elements of proffesionalism are:
- A.
Attitude
- B.
Attendance
- C.
Team work
- D.
All the above
- 25.Is attendence Compulsory?
- A.
True
- B.
False
Questions: 25 | Attempts: 14655 | Last updated: Feb 8, 2021
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