PCC New Hire Training

2.

If service level is high and occupancy is low, then we have excess staff.

True
False

Correct Answer

A. True

Explanation

If the service level is high, it means that the staff is able to handle customer demands efficiently and effectively. If the occupancy is low, it means that there are fewer customers or clients to serve. Therefore, if both conditions are met - high service level and low occupancy - it suggests that there are more staff members available than necessary to meet the current demand. This indicates an excess of staff.

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3.

What are the effects of too high occupancy? Select all that applies.

Idle agents
High turnover
High Customer Satisfaction
Burn out
Happy agents
Reduced Customer Satisfaction

Correct Answer(s)

A. High turnover
A. Burn out
A. Reduced Customer Satisfaction

Explanation

If occupancy runs too high, too often, it can lead to "burn out" and turn over. High turnover rates result in increased cost and reduced customer satisfaction.

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4.

What is the WFM mission?

Plan and manage staff allocation that meets client, customer, and employee needs – and make those plans flexible enough to respond to real time variation.
Provides guidance for effective resource planning and utilization
Support our Business goals by having the Right People with the Right Skills in the Right Place at the Right Time to achieve our customer and shareholder targets and preserve employee satisfaction
Encompasses all the activities needed to maintain a productive workforce

Correct Answer

A. Support our Business goals by having the Right People with the Right Skills in the Right Place at the Right Time to achieve our customer and shareholder targets and preserve employee satisfaction

Explanation

The WFM mission is to support the business goals by ensuring that the right people with the right skills are in the right place at the right time. This is done to achieve customer and shareholder targets and to preserve employee satisfaction.

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5.

Program X, a 24/7 program, had a total of 11834 calls offered and 11768 calls handled on July 19, 2010. ASA ended at 0.5 minute and AHT ended at 566 seconds. % to Forecast Volume ended at 94.9% and the % to Required Staff at 118.4%. 11572 calls were answered within the 30 second threshold. Total Staff time was 8658034 seconds (w/o Aux) and total Avail time was 1522229 seconds. A total of 3 intervals failed to meet the required line within the day. Given the data above, identify the Service Level (over calls handled)

Correct Answer
98.33%

Explanation
11572/11768 = 98.33%

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6.

Program X, a 24/7 program, had a total of 11834 calls offered and 11768 calls handled on July 19, 2010. ASA ended at 0.5 minute and AHT ended at 566 seconds. % to Forecast Volume ended at 94.9% and the % to Required Staff at 118.4%. 11572 calls were answered within the 30 second threshold. Total Staff time was 8658034 seconds (w/o Aux) and total Avail time was 1522229 seconds. A total of 3 intervals failed to meet the required line within the day. Given the same data above, what is their Accessibility?

Correct Answer
99.44%

Explanation
11768/11834=99.44%

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7.

Program X, a 24/7 program, had a total of 11834 calls offered and 11768 calls handled on July 19, 2010. ASA ended at 0.5 minute and AHT ended at 566 seconds. % to Forecast Volume ended at 94.9% and the % to Required Staff at 118.4%. 11572 calls were answered within the 30 second threshold. Total Staff time was 8658034 seconds (w/o Aux) and total Avail time was 1522229 seconds. A total of 3 intervals failed to meet the required line within the day. Compute for their Abandon%?

Correct Answer
0.56%

Explanation
100%-(11768/11834) = 0.56%

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8.

Program X, a 24/7 program, had a total of 11834 calls offered and 11768 calls handled on July 19, 2010. ASA ended at 0.5 minute and AHT ended at 566 seconds. % to Forecast Volume ended at 94.9% and the % to Required Staff at 118.4%. 11572 calls were answered within the 30 second threshold. Total Staff time was 8658034 seconds (w/o Aux) and total Avail time was 1522229 seconds. A total of 3 intervals failed to meet the required line within the day. What is their Line Adherence result?

Correct Answer
93.75%

Explanation
24 hours = 48 intervals
48-3 = 45 met intervals
45/48 = 93.75%

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9.

________ is any activity that reduces the amount of productive time from an agent's scheduled time.

Correct Answer
Shrinkage
shrinkage

Explanation
Shrinkage refers to any activity that decreases the amount of productive time available for an agent as compared to their scheduled time. This could include breaks, meetings, training sessions, or any other non-productive time. Shrinkage is important to consider and manage effectively in order to optimize productivity and ensure that agents are utilizing their time efficiently.

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10.

Program X, a 24/7 program, had a total of 11834 calls offered and 11768 calls handled on July 19, 2010. ASA ended at 0.5 minute and AHT ended at 566 seconds. % to Forecast Volume ended at 94.9% and the % to Required Staff at 118.4%. 11572 calls were answered within the 30 second threshold. Total Staff time was 8658034 seconds (w/o Aux) and total Avail time was 1522229 seconds. A total of 3 intervals failed to meet the required line within the day. What is the occupancy?

Correct Answer
82.42%

Explanation
8658034 – 1522229 = 7135805
7135808/8658034 = 82.41%

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11.

__________ is a formal document that captures and defines the work activities, deliverables and timeline a vendor will execute against in performance of specified work for a client.

Correct Answer
SOW
Statement of Work
statement of work
Statement of work

Explanation
A Statement of Work (SOW) is a formal document that outlines the work activities, deliverables, and timeline that a vendor will undertake to complete a specific project for a client. It serves as a contract between the client and the vendor, providing a clear understanding of the scope of work, responsibilities, and expectations. The SOW ensures that both parties are aligned and have a mutual understanding of the project requirements, helping to minimize misunderstandings and disputes during the project execution.

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12.

Determine Program Z's running AHT using the data above.

Correct Answer
759.95
759.95 seconds
759.95 secs
759.95 sec

Explanation
((2*1054)+(12*701)+(22*752))/(3+12+22) = 759.95 seconds cumulative AHT

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13.

The art and science of having the right number of resources in place at the right times to respond to customer contacts in order to meet desired service goals while minimizing costs.

Correct Answer
Workforce Management
WFM
workforce management
Workforce management

Explanation
Workforce Management, also known as WFM, refers to the practice of efficiently allocating and scheduling resources to handle customer contacts. It involves ensuring that the right number of staff members are available at the right times to meet service goals while keeping costs at a minimum. This includes tasks such as forecasting customer demand, creating schedules, monitoring performance, and optimizing resource allocation. Workforce Management is essential for organizations to effectively manage their workforce and provide quality customer service.

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14.

Critical to support the marketing and customer service functions of many large companies.

Correct Answer
call center
contact center
Call Center
Contact Center
Call center
Contact center

Explanation
A call center or contact center is essential for supporting the marketing and customer service functions of large companies. These centers act as a hub for handling incoming and outgoing customer calls, inquiries, and support requests. They provide a centralized location for customer interactions, ensuring efficient and effective communication between the company and its customers. The use of both "call center" and "contact center" in the answer options emphasizes the importance of these facilities in supporting various aspects of the business, such as marketing campaigns and customer service operations.

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Pcc New Hire Training

If we have high occupancy and low service level, then we have excess staff.

Quiz Preview

If service level is high and occupancy is low, then we have excess staff.

What are the effects of too high occupancy? Select all that applies.

What is the WFM mission?

________ is any activity that reduces the amount of productive time from an agent's scheduled time.

__________ is a formal document that captures and defines the work activities, deliverables and timeline a vendor will execute against in performance of specified work for a client.

Determine Program Z's running AHT using the data above.

The art and science of having the right number of resources in place at the right times to respond to customer contacts in order to meet desired service goals while minimizing costs.

Critical to support the marketing and customer service functions of many large companies.