Pcc New Hire Training

15 Questions | By Jmnaman | Last updated: May 13, 2013 | Total Attempts: 128

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Questions and Answers

1.

If we have high occupancy and low service level, then we have excess staff.
- A.
  
  True
- B.
  
  False
2.

If service level is high and occupancy is low, then we have excess staff.
- A.
  
  True
- B.
  
  False
3.

What are the effects of too high occupancy? Select all that applies.
- A.
  
  Idle agents
- B.
  
  High turnover
- C.
  
  High Customer Satisfaction
- D.
  
  Burn out
- E.
  
  Happy agents
- F.
  
  Reduced Customer Satisfaction
4.

What is the WFM mission?
- A.
  
  Plan and manage staff allocation that meets client, customer, and employee needs – and make those plans flexible enough to respond to real time variation.
- B.
  
  Provides guidance for effective resource planning and utilization
- C.
  
  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
- D.
  
  Encompasses all the activities needed to maintain a productive workforce
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)
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?
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%?
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?
9.

________ is any activity that reduces the amount of productive time from an agent's scheduled time.
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?
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.
12.

Determine Program Z's running AHT using the data above.
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.
14.

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

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