# Ttt Outsource Test

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Quizzes Created: 3 | Total Attempts: 1,538
Questions: 152 | Attempts: 276

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• 1.

### عدد المكالمات التي يتم تقيمها لكل موظف رعاية عملاء شهريا هي :

• A.

4 مكالمات

• B.

2 مكالمات

• C.

3 مكالمات

A. 4 مكالمات
Explanation
The correct answer is 4 مكالمات. This means that each customer care employee is evaluated based on 4 calls per month.

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• 2.

### موظفي رعاية العملاء يتم تقيمهم شهريا على :

• A.

2 مكالمة وطلب خدمة

• B.

2 مكالمة قصير 2 مكالمة طويلة و 2 طلب خدمة

• C.

4 مكالمات عشوائية

B. 2 مكالمة قصير 2 مكالمة طويلة و 2 طلب خدمة
Explanation
Employees in customer service are evaluated monthly based on 2 short calls, 2 long calls, and 2 service requests. Additionally, 4 random calls are made.

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• 3.

### يقيم موظف رعاية العملاء بالطريقة التالية :

• A.

نظام المستويات و نظام نعم ولا

• B.

المتابعة و التدقيق

• C.

نظام المستويات

A. نظام المستويات و نظام نعم ولا
Explanation
The correct answer is "نظام المستويات و نظام نعم ولا" because the employee evaluates customer service based on a system of levels and a yes or no system. This means that the employee likely uses a set of criteria or standards to determine the level of service provided by the company, and also uses a binary system of yes or no to assess whether certain requirements or expectations are met. This approach allows for a structured and objective evaluation of customer service performance.

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• 4.

### المقصود بنظام المستويات عند الجودة خلال تقييم المكالمات

• A.

اما يحصل الموظف على درجة البند كاملة او لا

• B.

يتم تقسيم البند على عدة درجات

• C.

لا توجد اجابة صحيحة

B. يتم تقسيم البند على عدة درجات
Explanation
The correct answer is "يتم تقسيم البند على عدة درجات" which translates to "The item is divided into multiple levels." This suggests that the quality evaluation system for calls is divided into different levels or categories, indicating that employees can receive a partial score or be evaluated on various aspects or criteria.

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• 5.

### يجب ان يبداء الموظف بالتحدث لحضة وصول الاتصال بحيث لا تتجاوز المدة :

• A.

6 ثواني

• B.

4 ثواني

• C.

3 ثواني

C. 3 ثواني
Explanation
The correct answer is "3 ثواني". This means that the employee should start speaking within 3 seconds of receiving the call. This is important because it shows promptness and professionalism in addressing the caller's needs. Starting the conversation promptly also helps to establish a good first impression and ensures efficient communication.

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• 6.

### يجب ان يعرف الموظف باسم الشركة في بداية المكالمة ( مركز خدمات موبايلى )

• A.

صح

• B.

خطأ

B. خطأ
Explanation
The statement is incorrect because it states that the employee should know the company name at the beginning of the call, specifically mentioning the Mobile Services Center. However, there is no requirement for the employee to know the company name at the start of the call.

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• 7.

### للموظف الخيار بذكر اسمة الاول او الكامل خلال تحية بداء المكالمة :

• A.

صح

• B.

خطأ

B. خطأ
Explanation
The correct answer is "خطأ" which means "False" in English. The explanation for this answer is that the employee has the option to mention either their first name or their full name when greeting at the beginning of the call.

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• 8.

### يجب على الموظف ذكر التحية المتفق عليها وهي السلام عليكم في جميع المكالمات بغض النظر عن الغة :

• A.

صح

• B.

خطأ

B. خطأ
Explanation
It is incorrect to say that employees must greet with "السلام عليكم" in all calls regardless of the language. Greetings may vary depending on the cultural norms and language of the person being addressed.

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• 9.

### يجب ان يعرض موظف رعاية العملاء المساعدة على العميل باسلوب لبق حتى لو بداء العميل بالحديث اولا :

• A.

صح

• B.

خطأ

B. خطأ
Explanation
The correct answer is "خطأ" (False). The statement suggests that the customer service employee should assist the customer politely even if the customer initiates the conversation. However, this is not correct. In customer service, it is important for the employee to take the initiative and greet the customer first, showing a proactive approach to providing assistance.

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• 10.

### من ضمن البنود المهمة و التي تعكس مدى اهتمام الموظف بالعميل الاستفسار عن :

• A.

اسماء جميع العملاء

• B.

الاستفسار عن اسم السيدات فقط

• C.

الاستفسار عن اسم الرجال فقط

C. الاستفسار عن اسم الرجال فقط
Explanation
The correct answer is "الاستفسار عن اسم الرجال فقط". This answer reflects the importance of inquiring about the names of male customers as a measure of employee's concern for the customer. By specifically asking for the names of male customers, it indicates that the employee is focused on addressing their needs and providing personalized service.

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• 11.

### الترحيب بالعميل في بداية المكالمة

• A.

عدم تجاهل لقب العميل الموجود في يالنظام

• B.

يجب ذكر اسم العميل بدون القاب

• C.

لا توجد اجابة صحيحة

A. عدم تجاهل لقب العميل الموجود في يالنظام
Explanation
The correct answer is "عدم تجاهل لقب العميل الموجود في النظام". This means that it is important to acknowledge and use the customer's title or honorific that is present in the system. Ignoring or not addressing the customer by their proper title can be seen as disrespectful and can negatively impact the customer experience.

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• 12.

### لبناء الالفة خلال المكالمة  :

• A.

يجب الاطراء على العميل

• B.

ذكر اسم العميل مرتين

• C.

لاتوجد اجابة صحيحة

B. ذكر اسم العميل مرتين
Explanation
To build rapport during the call, it is important to mention the customer's name twice. This helps to personalize the conversation and make the customer feel valued and acknowledged. By mentioning their name, it shows that you are attentive and focused on them, which can help establish a positive connection and rapport with the customer.

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• 13.

### فترات الصمت خلال المكالمة تبداء من :

• A.

من 4 ثواني الى 7 ثواني

• B.

من3 ثواني الى 6 ثواني

• C.

من 3 ثواني الى 5 ثواني

C. من 3 ثواني الى 5 ثواني
Explanation
The correct answer is "from 3 seconds to 5 seconds".

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• 14.

• A.

صح

• B.

خطا

B. خطا
• 15.

### خلال  تطبيق برتكول الانتظار يجب على الموظف المتابعة مع العميل كل :

• A.

60 ثانية

• B.

120 ثانية

• C.

180 ثانية

A. 60 ثانية
Explanation
During the implementation of the waiting protocol, the employee must follow up with the customer every 60 seconds.

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• 16.

### يجب استخدام خاصية Mute  خلال الانتظار ؟

• A.

صح

• B.

خطاء

B. خطاء
Explanation
The correct answer is "خطاء" which means "false" in English. The question asks whether the "Mute" feature should be used during waiting, and the correct answer is false.

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• 17.

### في حال طلب العميل خدمة او استفسار يتعلق برقم اخر غير المتصل منه يجب على ممثل رعاية العملاء :

• A.

عدم خدمة العميل و الطلب من العميل التواصل من رقمة الخاص لحل المشكلة

• B.

تكرار الرقم الذي يريد العميل الاستفسار عنه

• C.

خدمة العميل مباشرة وادخال الرقم في النظام

B. تكرار الرقم الذي يريد العميل الاستفسار عنه
Explanation
If a customer requests a service or inquiry related to a number other than the one they are calling from, the customer care representative should repeat the number that the customer wants to inquire about. This means that the representative should confirm the number with the customer to ensure that they have understood it correctly and can assist with the inquiry or service.

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• 18.

### بعد الاستماع الي شكوى العميل يجب على موظف رعاية العملاء :

• A.

خدمة العميل مباشرة

• B.

التحقق من هوية العميل

• C.

التئكد من الرقم الذي علية المشكلة

C. التئكد من الرقم الذي علية المشكلة
Explanation
After listening to the customer's complaint, the customer care employee should verify the number associated with the issue. This step is important to ensure that the employee is addressing the correct problem and providing appropriate assistance to the customer.

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• 19.

• A.

صح

• B.

خطأ

B. خطأ
• 20.

• A.

صح

• B.

خطاء

B. خطاء
• 21.

• A.

صح

• B.

خطاء

B. خطاء
• 22.

### يتم خدمة العميل في كل الحالات ولا يتم رفظ خدمتة نهائيا حتى لو تواصل وطلب خدمة على رقم اخر ؟

• A.

صح

• B.

خطاء

A. صح
Explanation
The correct answer is "صح" (True). This means that the customer is always served in all cases and their service request is never rejected, even if they contact and request service on a different number.

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• 23.

### يتم اعطاء  العميل الخيرات الذاتية خلال المكالمة :

• A.

خيار واحد

• B.

خيارين

• C.

3 خيارات

A. خيار واحد
Explanation
The customer is given only one option of self-service during the call.

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• 24.

### يتم ارسال الرسائل للعميل المتعلقة بطلبة فقط ؟

• A.

صح

• B.

خطاء

A. صح
Explanation
The correct answer is "صح" (True). This suggests that the messages are only sent to the customers related to their orders.

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• 25.

• A.

صح

• B.

خطاء

B. خطاء
• 26.

### ..........ارسال رسالة نصية دون ابلاغ العميل بذالك .

• A.

تجنب

• B.

يجب

• C.

يمكن

A. تجنب
Explanation
The correct answer is "تجنب" which translates to "avoid" in English. The question is asking for a word that means sending a text message without informing the customer. Among the options provided, "تجنب" is the most appropriate word as it conveys the meaning of avoiding or refraining from doing something, which in this case is sending a text message without notifying the customer.

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• 27.

### سوف يتم اعطاء موظف رعاية العملاء خطاء فادح في حالة

• A.

عدم طرح الاسئلة الصحيحة

• B.

عدم الترحيب بالعميل

• C.

عدم استيعاب وتحديد مشكلة العميل

C. عدم استيعاب وتحديد مشكلة العميل
Explanation
If the customer service representative fails to understand and identify the customer's problem, it would be a serious mistake. This is because understanding the customer's issue is crucial in providing effective and efficient solutions. Without properly comprehending the problem, the representative may not be able to address the customer's needs and may provide incorrect or irrelevant assistance. Therefore, it is important for the representative to actively listen, ask relevant questions, and accurately identify the problem to provide satisfactory customer service.

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• 28.

### أعطاء العميل خدمة ال 24 ساعة او رفع و تخفيض الحد الإتماني عن طريق؟

• A.

Line management

• B.

Operations

• C.

Credit Control

C. Credit Control
Explanation
Credit Control is the correct answer because it refers to the process of managing and monitoring credit limits for customers. This includes determining credit limits, reviewing credit applications, and ensuring timely payment of invoices. By offering 24-hour service or adjusting credit limits, the credit control department can effectively manage and control the credit extended to customers. Line management and operations do not specifically relate to the management of credit limits.

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• 29.

### سوف يستحق موظف رعاية العملاء خطاء فادح في حالة :

• A.

رفع طلب خاطئ

• B.

عدم اعطاء المعلومات بشكل صحيح و كامل

• C.

عدم تسلسل المعلومات المعطاة

B. عدم اعطاء المعلومات بشكل صحيح و كامل
Explanation
If an employee fails to provide accurate and complete information, it would be considered a serious mistake for a customer care representative. This is because providing correct and complete information is crucial in ensuring customer satisfaction and resolving their queries or concerns effectively. Inaccurate or incomplete information can lead to misunderstandings, confusion, and dissatisfaction among customers, potentially damaging the company's reputation and customer relationships. Therefore, it is important for customer care representatives to ensure the accuracy and completeness of the information they provide to customers.

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• 30.

### في حال عدم القدرة على تفعيل اي خدمة للعميل يجب :

• A.

اعطاء حلول بديلة

• B.

الاعتذار من العميل و عدم خدمتة

• C.

تحويل المكالمة الى المشرف

A. اعطاء حلول بديلة
Explanation
In case the customer is unable to activate any service, the appropriate action is to provide alternative solutions. This ensures that the customer's needs are still addressed, even if the initial request cannot be fulfilled. Apologizing to the customer and not serving them or transferring the call to a supervisor may not effectively resolve the issue or meet the customer's expectations. Therefore, providing alternative solutions is the best course of action in this situation.

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• 31.

### يجب على ممثل رعاية العملاء عد تسجيل طلب الخدمة للعميل :

• A.

توجيه الطب بشكل صحيح Area- Sub Area

• B.

توجيه الطب بشكل صحيح- Activity History Service Order

• C.

توجيه الطب بشكل صحيح Department – Other Department

A. توجيه الطب بشكل صحيح Area- Sub Area
Explanation
The correct answer is "توجيه الطب بشكل صحيح Area- Sub Area". This means that the customer service representative should correctly direct the service request to the appropriate area and sub-area. This ensures that the request is handled by the relevant department and improves the efficiency and effectiveness of the service provided to the customer.

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• 32.

### احد فوائد Activity History  :

• A.

تغيير الطلب

• B.

تعديل الطلب

• C.

اضافة ملاحضة على الطلب

C. اضافة ملاحضة على الطلب
Explanation
Activity History allows users to track and view the history of activities performed on a specific order or request. One of the benefits of Activity History is the ability to add notes or comments to the order. This feature enables users to provide additional information, instructions, or updates related to the order, which can be useful for communication and reference purposes.

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• 33.

### احد فوائد خانة  Activities Tap

• A.

التخاطب بين الاقسام

• B.

اخبار الاقسام المختصة باتصال العميل

• C.

تصعيد المشاكل العامة

C. تصعيد المشاكل العامة
Explanation
The benefit of the Activities Tap is to escalate general issues.

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• 34.

### إضافة العميل إلى نظام سداد عن طريق ؟

• A.

Line management

• B.

Operations

• C.

Credit Control

B. Operations
Explanation
The correct answer is Operations. This means that adding a customer to the payment system is a task that falls under the responsibility of the Operations department.

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• 35.

### .......ارسالة رسالة للعميل بعد تحويلة لرد الالي

• A.

يجب

• B.

لا يجب

• C.

يمكن

B. لا يجب
Explanation
The correct answer is "لا يجب" because the given statement suggests that it is not necessary to send a message to the customer after an automated reply.

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• 36.

### في حال قام ممثل رعاية العملاء بارسال رسالة للعميل ولم يحول العميل لرد الالي :

• A.

لن تؤثر في تقييم الموظف

• B.

يتم تقييم المكالمة كا خطاء فادح

• C.

يتم خصم بند الرد الالى فقط

C. يتم خصم بند الرد الالى فقط
Explanation
If a customer service representative sends a message to the customer without transferring them to the automated response, only the automated response deduction will be applied.

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• 37.

### في عبارة انهاء المكالمة لدى موبايلى :

• A.

لا يجب سؤال العميل عن اي خدمة اخرى

• B.

يجب سؤال العميل عن اي خدمة اخرى

• C.

انهاء المكالمة مباشرة

A. لا يجب سؤال العميل عن اي خدمة اخرى
Explanation
The correct answer is "لا يجب سؤال العميل عن اي خدمة اخرى" which means "The customer should not be asked about any other service." This implies that when ending a call with a Mobily customer, it is important not to inquire about any additional services.

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• 38.

### للإلغاء أو تفعيل الخدمة لدى العميل عن طريق ال Line management؟

• A.

صح

• B.

خطاء

A. صح
Explanation
The answer "صح" (correct) suggests that the service activation or cancellation can indeed be done by the Line management.

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• 39.

### عبارة انهاء المكالمة هي:

• A.

في امان الله

• B.

في رعاية الله

• C.

في حفظ الله

B. في رعاية الله
Explanation
The correct answer is "في رعاية الله". This phrase is commonly used to end a conversation or say goodbye in Arabic. It is a polite and respectful way to express well wishes for the person you are speaking to, essentially meaning "May God protect you" or "May God watch over you". It is a culturally appropriate way to conclude a conversation in Arabic-speaking countries.

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• 40.

### لمعرفة لغة العميل في الرد الآلي عن طريق VAS Portal؟

• A.

صح

• B.

خطاء

A. صح
Explanation
To determine the customer's language in the automated response through the VAS Portal, the correct answer is "صح" (correct). This suggests that the VAS Portal has the capability to identify the language preference of the customer and provide responses accordingly.

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• 41.

### في حال عدم توفر سبب اتصال مكالمة في النظام :

• A.

يمكن لممثل رعاية العملاء تجاهلة

• B.

يجب ان يسجل ممثل رعاية العملاء السبب

• C.

يجبب ان يبحث ممثل رعاية العملاء عن السبب الاقرب

C. يجبب ان يبحث ممثل رعاية العملاء عن السبب الاقرب
Explanation
If there is no reason for a call connection in the system, the customer service representative should investigate the closest reason. This means that they should try to identify any possible reasons or factors that may have caused the call connection issue. By doing so, they can troubleshoot the problem and find a solution or alternative for the customer.

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• 42.

### عند تسجيل سبب اتصال يجب على ممثل رعاية العملاء :

• A.

تسجيل سبب الاتصال على الرقم الذي عليه المشكلة

• B.

تسجيل سبب الاتصال على الرقم الذي اتصل منه العميل

• C.

تسجيل الحل الذي قام به ممثل رعاية العملاء

B. تسجيل سبب الاتصال على الرقم الذي اتصل منه العميل
Explanation
The correct answer is to register the reason for the call on the number from which the customer called. This means that the customer service representative should record the reason for the call based on the phone number used by the customer to contact the company.

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• 43.

• A.

صح

• B.

خطاء

A. صح
• 44.

### من الاخطاء الفادحة :

• A.

عدم ارسال رسالة للعميل

• B.

عدم ارسال رسالة للعميل

• C.

وضع العميل على خاصية مكبر الصوت

C. وضع العميل على خاصية مكبر الصوت
• 45.

### في خانة ال Autorenewal يتم تفعيل الباقة لدي العميل إذا أراد تفعيلها مجدداً في نفس الشهر  عن طريق ؟

• A.

Manual Renewal

• B.

Generic renewal

B. Generic renewal
Explanation
The Autorenewal option allows the customer to activate the package again in the same month without any manual intervention. This is done through the Generic renewal process, which automatically renews the package for the customer.

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• 46.

### المستوى الاول من الاخطاء الفادحة Ethical & Abuse Cases يؤثر على تقييم الجودة لدى موظف رعاية العملاء

• A.

50%

• B.

20%

• C.

17%

C. 17%
Explanation
The first sentence states that the first level of severe errors in ethical and abuse cases affects the quality assessment of customer care employees. The given answer of 17% suggests that this level of errors has a 17% impact on the quality assessment.

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• 47.

### في حال كان المتحدث سيدة في نهاية المكالمة تكون طريقة الانهاء :

• A.

تشرفنا بخدمتك ( ذكر الاسم )

• B.

تشرفنا بخدمتك اختي الكريمة فقط

• C.

تشرفنا بخدمتك

B. تشرفنا بخدمتك اختي الكريمة فقط
Explanation
The correct answer is "تشرفنا بخدمتك اختي الكريمة فقط" because it is a polite and respectful way to address a female speaker at the end of the call. It acknowledges her as a valuable customer and shows appreciation for her interaction with the service provider.

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• 48.

### في خانة Events يتم معرفة استخدام العميل لخدمة كلمني وكيف الحال أو الاستعلام عن رصيد  إلى 1411 رسالة  فارغة؟

• A.

صح

• B.

خطاء

A. صح
Explanation
The given statement suggests that in the "Events" section, the customer's usage of the "Call Me" service and balance inquiry is shown through 1411 empty messages. The answer "صح" (correct) implies that this statement is true.

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• 49.

### من الخدمات الاساسية في موبايلى :

• A.

راحتي

• B.

المكالمات الجماعية

• C.

خليها على

B. المكالمات الجماعية
Explanation
The correct answer is "مكالمات الجماعية" (conference calls). This is because conference calls are considered one of the basic services provided by mobile phone companies. Conference calls allow multiple people to participate in a call at the same time, making it a valuable feature for businesses and individuals who need to communicate with multiple parties simultaneously.

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• 50.

### طريقة تفعيل اشعار المكالمات المفقودة في حالة الجهاز مغلق او خارج التغطية :

• A.

**62*1431#

• B.

**62*14441#

• C.

**21*1432#

A. **62*1431#
Explanation
This code is the correct answer because it is the correct format for activating the missed call notification feature when the device is turned off or out of coverage. The code starts with **62 followed by the desired phone number format (1431 in this case).

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• Mar 22, 2023
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• Nov 06, 2013
Quiz Created by
A_RASHEED