System Thinking Quiz

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  • 1/18 Questions

    Does low average handling time always equals effectivness?

    • Yes
    • No
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About This Quiz

Systems thinking allows someone to have a clear view of the patterns/cycles of a system. This quiz provides you with all the exam-oriented questions you need to know to master this complex topic. It contains various questions ranging from easy, medium, and hard levels that gauge your knowledge and provide maximum value addition. If you find the quiz informative and learned something new, do share it with your friends. All the best!

System Thinking Quiz - Quiz

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  • 2. 

    When answering calls which of these helps us deliver purpose?

    • Quantity over Quality

    • Quality over Quantity

    Correct Answer
    A. Quality over Quantity
    Explanation
    The correct answer is "Quality over Quantity." This means that it is more important to focus on providing a high level of quality in our work rather than just focusing on the number of tasks or calls we handle. By prioritizing quality, we can ensure that each call is handled effectively and efficiently, leading to better customer satisfaction and ultimately serving our purpose in delivering excellent service.

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  • 3. 

    You receive an email from a team leader telling you there are 100 calls in the queue, what do you do?

    • Focus on the customer's need correctly satisfying their demand and leaving appropriate notes

    • Speed up - take as little time as possible and leave no notes

    • Speed up - rush through each call but still leave notes

    • Take a walk away as you are going to be busy so be prepared!

    Correct Answer
    A. Focus on the customer's need correctly satisfying their demand and leaving appropriate notes
    Explanation
    The correct answer suggests that when receiving an email about 100 calls in the queue, the best approach is to focus on the customer's needs, accurately address their demands, and leave appropriate notes. This implies that providing quality customer service and ensuring customer satisfaction is a priority. Leaving notes can also be helpful for future reference and to ensure that any outstanding issues are properly documented and addressed.

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  • 4. 

    On the performance dashboard, how many preventable contacts should you have each month?

    • None

    • The number is not important as long as you understand what is behind the number and adjust accordingly

    • 3, you're only human after all

    • I don't get to find out my team leader does not share this information with me so I must be doing OK

    Correct Answer
    A. The number is not important as long as you understand what is behind the number and adjust accordingly
    Explanation
    This answer suggests that the specific number of preventable contacts is not important. What matters is understanding the reasons behind the number and making necessary adjustments based on that understanding.

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  • 5. 

    Complete this statement from Benny Higgins "The target is..."

    • To do the right thing and the numbers will look after themselves.

    • To sell as many policies to as many customers as we can.

    • Drive down average handling time to be as efficient as possible.

    • To remember that our customers do not queue.

    Correct Answer
    A. To do the right thing and the numbers will look after themselves.
    Explanation
    The correct answer suggests that the main focus should be on doing the right thing, and if that is done, the desired results or numbers will automatically follow. This implies that instead of solely focusing on achieving certain numbers or targets, the emphasis should be on making ethical and responsible decisions, as this will ultimately lead to success.

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  • 6. 

    How many seconds should AHT (Average handling time) be?

    • 300

    • 500

    • As long as it takes to ensure the call is dealt with first time

    • As short as possible, customers do not like to queue

    Correct Answer
    A. As long as it takes to ensure the call is dealt with first time
    Explanation
    The correct answer is "As long as it takes to ensure the call is dealt with first time." This answer implies that the focus should be on resolving the customer's issue during the first call, rather than rushing to finish the call quickly. It prioritizes providing quality customer service and ensuring that the customer's needs are fully addressed, even if it takes longer than expected.

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  • 7. 

    It's better to be efficient than effective.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Efficiency refers to doing things in the most optimal and productive way, while effectiveness refers to achieving the desired outcome or goal. In this context, the statement suggests that it is more important to prioritize doing things in an optimal and productive manner rather than focusing on achieving the desired outcome. However, this contradicts the general understanding that effectiveness is more important than efficiency, as achieving the desired outcome should be the ultimate goal. Therefore, the correct answer is False.

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  • 8. 

    Why do Tesco Bank not impose targets

    • They do not want to pay bonuses

    • To prevent CSRs being encouraged into bad behaviours

    • No targets mean CSRs do not have to ask for the business

    • To lull CSRs into a false sense of security and introduce targets through the back door

    Correct Answer
    A. To prevent CSRs being encouraged into bad behaviours
    Explanation
    Tesco Bank does not impose targets on their CSRs to prevent them from being encouraged into engaging in bad behaviors. By not setting targets, the bank avoids creating a competitive environment where CSRs may resort to unethical practices to meet their goals. This approach promotes a more customer-centric approach, where CSRs can focus on providing quality service rather than meeting sales targets.

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  • 9. 

    What is a failure call?

    • A call where we dealt with the customer correctly first time

    • Taking a payment and explaining that a debt letter has already been sent

    • A call the customer makes after their expectations were not fully managed previously

    • A quotation where the customer does not purchase immediately

    Correct Answer
    A. A call the customer makes after their expectations were not fully managed previously
    Explanation
    A failure call refers to a situation where a customer makes a call after their expectations were not fully managed in a previous interaction. This means that the customer had certain expectations that were not met or addressed adequately, leading them to reach out again to address their concerns or dissatisfaction. It indicates a failure in managing customer expectations and requires further attention to resolve any issues or address any unmet needs.

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  • 10. 

    Why do our customers call us? (Tick all that apply)

    • To increase our customer satisfaction score

    • To increase the % of calls we answer

    • To increase the % of calls we answer within 20 seconds

    • The reduce our "wrap up"

    • To increase the % of calls we handle between 2 and 6 minutes

    • To reduce our call abandonment rate

    • All of the above

    • None of the above

    Correct Answer
    A. None of the above
    Explanation
    The given question asks why customers call the company. However, none of the options provided in the question are valid reasons for customers to call. Therefore, the correct answer is "None of the above."

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  • 11. 

    Which of these names is most associated with systems thinking?

    • W. Edwards Deming

    • Denholm Elliot

    • David van Guard

    • Dick van Dyke

    Correct Answer
    A. W. Edwards Deming
    Explanation
    W. Edwards Deming is most associated with systems thinking. Deming was an American engineer, statistician, and management consultant known for his work in quality management. He developed the concept of the System of Profound Knowledge, which emphasizes the understanding of organizations as systems and the interconnectedness of various components within them. Deming's ideas revolutionized the field of quality management and had a significant impact on the Japanese manufacturing industry, leading to their economic success.

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  • 12. 

    Our purpose statement is - "No one tries harder to deliver efficient customer service through getting it right first time and meeting customer's needs through extensive product and process knowledge." Identify two "outputs" in our purpose statement. (Tick 2 answers)

    • Meeting customer's needs

    • No one tries harder

    • Extensive product and process knowledge

    • Efficient customer service

    Correct Answer(s)
    A. Meeting customer's needs
    A. Efficient customer service
    Explanation
    The purpose statement emphasizes delivering efficient customer service and meeting customer's needs as the main outputs. This means that the company strives to provide a high level of customer satisfaction by getting it right the first time and having extensive knowledge of their products and processes.

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  • 13. 

    How long should ACW (after call work) be?

    • 60

    • 100

    • As long as it takes to get it right first time and to have a quick chat on messenger

    • As long as it takes to get it right first time and not a second more

    Correct Answer
    A. As long as it takes to get it right first time and not a second more
    Explanation
    ACW (after call work) refers to the time spent by a call center agent after completing a call to wrap up any necessary tasks related to that call. The correct answer suggests that the duration of ACW should be as long as it takes to complete all the required tasks accurately and efficiently, without exceeding the necessary time. This emphasizes the importance of getting the work done correctly the first time, while also highlighting the need to avoid unnecessary delays or additional time spent on ACW.

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  • 14. 

    What is productivity?

    • High sales conversion

    • Answering as many calls as you can

    • Low after call work

    • Getting it right first time

    Correct Answer
    A. Getting it right first time
    Explanation
    Productivity refers to the efficiency and effectiveness with which tasks are accomplished. "Getting it right first time" implies that the individual is able to complete a task accurately and successfully without the need for revisions or corrections. This indicates a high level of productivity as it minimizes the time and effort required to complete the task. It suggests that the individual has a good understanding of the task requirements and is able to execute it flawlessly, resulting in optimal use of resources and maximizing output.

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  • 15. 

    What drives performance?

    • 95% Individual 5% System

    • 50% System 50% Individual

    • 95% System 5% Individual

    • 75% Individual 10% System 15% On a wing and a prayer

    Correct Answer
    A. 95% System 5% Individual
    Explanation
    The correct answer is 95% System 5% Individual. This suggests that the primary factor driving performance is the system in place, such as the processes, procedures, and resources available. While individual effort does play a role, it is a smaller factor compared to the overall system. This implies that having an effective and efficient system is crucial for achieving high performance.

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  • 16. 

    If I resolve a complaint I...

    • Put a note on CDL and take my next call.

    • Log on charter as resolved. The business may learn something.

    • Do nothing.

    • Put a note on CDL and log preventable contact if another CSR is at fault.

    Correct Answer
    A. Log on charter as resolved. The business may learn something.
    Explanation
    By logging the complaint as resolved on charter, the business can track and analyze the types of complaints they receive. This information can be used to identify patterns or recurring issues, allowing the company to make improvements and prevent similar complaints in the future. Additionally, logging the complaint as resolved demonstrates that the business takes customer concerns seriously and is committed to addressing them.

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  • 17. 

    Which of the following would help us sell more addons? (Tick all that apply)

    • Identify customers needs through questioning and listening

    • Only offer addons to new business customers

    • Offer the same FELB to every customer

    • Match the customers needs with the relevant FELB

    • Offer at every appropriate opportunity

    • Assume the customer does not want addons so don't mention

    • Ask every customer "Do you want breakdown, key cover or owt?"

    Correct Answer(s)
    A. Identify customers needs through questioning and listening
    A. Match the customers needs with the relevant FELB
    A. Offer at every appropriate opportunity
    Explanation
    The correct answer options for selling more addons include identifying customers' needs through questioning and listening, matching the customers' needs with the relevant FELB, and offering addons at every appropriate opportunity. These strategies involve understanding the customers' requirements, providing relevant solutions, and actively promoting addons when it is suitable. By implementing these approaches, the chances of selling more addons can be increased.

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  • 18. 

    Our purpose statement is - "No one tries harder to deliver efficient customer service through getting it right first time and meeting customer's needs through extensive product and process knowledge." Identify two "inputs" in our purpose statement. (Tick 2 answers)

    • Efficient customer service

    • Product and process knowledge

    • Getting it right first time

    • No one tries harder

    Correct Answer(s)
    A. Product and process knowledge
    A. No one tries harder
    Explanation
    The purpose statement mentions two inputs: "Product and process knowledge" and "No one tries harder". These inputs contribute to delivering efficient customer service and meeting customer's needs.

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Quiz Review Timeline (Updated): Aug 25, 2023 +

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  • Current Version
  • Aug 25, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Aug 02, 2013
    Quiz Created by
    Alexmc

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