Vcc New Hire Training

20 Questions | Total Attempts: 36

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Vcc New Hire Training

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. 
    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). Do not forget to add the "%" on your answer.
  • 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 same data above, what is their Accessibility/Answer %? Do not forget to add the "%" on your answer.
  • 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. Compute for their Abandon%? Do not forget to add the "%" on your answer.
  • 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. What is their Line Adherence result? Do not forget to add the "%" on your answer.
  • 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 the occupancy? Do not forget to add the "%" on your answer.
  • 9. 
    ________ is any activity that reduces the amount of productive time from an agent's scheduled time.
  • 10. 
    Determine Program Z's running AHT using the data above.
  • 11. 
    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.
  • 12. 
    Critical to support the marketing and customer service functions of many large companies.
  • 13. 
    They create statistically based predictions of resource availability (supply) against business need (demand).
  • 14. 
    They provide guidance to Floor Leads regarding schedule updates, staffing needs, off phone activities within the day.
  • 15. 
    They create and revise agent schedules; balance of business needs (client, customer commitments), employee satisfaction, and time optimization to allow efficiency and agent development
  • 16. 
    Used by WFM team to manage activities (punches) throughout the day. It feeds data to payroll to employee paychecks
  • 17. 
    What is the official TKS activity we should use?
    • A. 

      16-COACHING/FEEDBACK 1:1 NB

    • B. 

      98-STAFF/SITE FUNCTIONS

    • C. 

      37-NEW HIRE TRAINING

    • D. 

      32-MEETINGS NB

  • 18. 
    Who should you email when you need a password reset?
    • A. 

      PHCC Senior Associates

    • B. 

      PHCC Manager

    • C. 

      PHCC Senior Associates & Manager

    • D. 

      PHCC Associates

  • 19. 
    What is the User ID in TKS?
  • 20. 
    At the end of the shift, Associates would need to clock-out in TKS by clicking on “CHANGE ACT” in the “Type” dropdown and selecting "CLOCK OUT".
    • A. 

      True

    • B. 

      False

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