Call Center Soft Skills Course
This quiz show the trainer how Is the agent he will go though call center roles and responsibility.
- 1.. In a call center, this is a line of people waiting to be handled, usually in sequential order starting at the beginning or top of the line or sequence.
- A.
A. feed line
- B.
B. first-order logic
- C.
C. grumble line
- D.
D. queue
- 2.This is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise handle customers in an organized way.
- A.
A. ROI
- B.
B. SCM
- C.
C. SAP
- D.
D. CRM
- 3.This is a central point in an enterprise from which customer interactions are managed via phone, fax, email and other channels.
- A.
A. data center
- B.
B. contact center
- C.
C. network operations center
- D.
D. Information Technology Information Sharing and Analysis Center
- 4.This is a scoring process used to help a company determine which customers the company should target in order to maximize profit.
- A.
A. customer valuation
- B.
B. spend management
- C.
C. mean opinion score
- D.
D. business impact analysis
- 5.This is a software-enabled technique that allows a call center representative to interact with a customer by taking over the customer's computer to show them something.
- A.
A. remote wakeup
- B.
B. collaborative browsing
- C.
C. Remote Method Invocation
- D.
D. show control
- 6.This is the ability of a machine or program to recognize and carry out voice commands or take dictation from customers, often resulting in call center cost savings.
- A.
A. brain-machine interface
- B.
B. collaborative robot
- C.
C. smart matter
- D.
D. speech recognition
- 7.This is what you call it when an organization's customer service representatives are geographically dispersed.
- A.
A. geographic information system
- B.
B. Remote Procedure Call
- C.
C. virtual call center
- D.
D. Direct Inward Dialing
- 8.This is a form of electronic support, allowing customers to access information and perform routine tasks over the Internet, without requiring any interaction with a representative of an enterprise.
- A.
A. Web self-service
- B.
B. remote-control software
- C.
C. self-scanning checkout
- D.
D. self-assembly
- 9.This is properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call.
- A.
A. e-support
- B.
B. first call resolution
- C.
C. automatic repeat request
- D.
D. Quality of Service
- 10.This is a term used to describe the progression of steps a customer goes through when considering, purchasing, using, and maintaining loyalty to a product or service.
- A.
A. thought recognition
- B.
B. total cost of ownership
- C.
C. decision support system
- D.
D. customer lifecycle
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