CONTACT CENTER SERVICES NC II ASSESSMENT WRITTEN EXAMINATION 1. What does KPI stand for in customer service? A. B. C. D. Key Performing Indicators Key Performance Indicating Key Performance Indicators Key Performing Indicating 2. What does SOP stand for in the workplace? A. B. C. D. Standard Operation Procedure Standard Operating Procedure Standing Operation Procedure Standing Operating Procedure 3. What does BPO Stand for? A. B. C. D. Business Process Outstanding Business Procedure Outsourcing Business Process Outsourcing Business Procedure Outstanding 4. This is one of the most crucial metrics in this customer service quality assurance call center checklist. The Agent must ___________as possible to handle the highest rate of calls on any day. A. B. C. D. The Power of the First Call Resolution Productivity Response Time Agents Attitude 5. This is another popular type of business letter. The body of the letter and the sender’s and recipient’s addresses are left justified and single spaced. However, in this format, the date and closing are tabbed to the center point. A. B. C. D. Block Modified Block Semi-Block Font 6. This is the most common layout for a business letter. In this format, the entire letter is justified to the left and single spaced except for a double space between paragraphs.. A. B. C. D. Semi-Block Font Modified Block Block 7. This is a graphical representation of text that may include a different typeface, point size, weight, color, or design. A. Block B. Font C. Semi-Block D. Modified Block 8. This category includes regular team and project meetings, where the primary goal is to align the team via updates on progress, challenges, and next steps. A. B. C. D. Problem Solving Meetings Status Update Meetings Information Sharing Meetings Team Building Meetings 9. The primary goal of these meeting is for the speakers to share ideas with the attendees. A. B. C. D. Information Sharing Meetings Team Building Meetings Status Update Meetings Innovation Meetings 10. ________ meetings and creative meetings often start with thinking outside the box, by brainstorming, associating, and sharing ideas in a broad scope. A. B. C. D. Innovation Meetings Problem Solving Meetings Decision Making Meetings Team Building Meetings 11. These meetings are perhaps the most complex and varied type of meetings. Addressing an Identified problem or it is focusing on creating strategies and plans to navigate the future. A. B. C. D. Decision Making Meetings Information Sharing Meetings Problem Solving Meetings Status Update Meetings 12. All meetings should contribute to __________, strengthening relationships and corporate culture. A. B. C. D. Status Update Meetings Decision Making Meetings Innovation Meetings Team Building Meetings 13. This include group processes like information gathering and sharing, brainstorming solutions, evaluating options, ranking preferences, and voting. A. B. C. D. Information Sharing Meetings Innovation Meetings Decision Making Meetings Problem Solving Meetings 14. ____ has the responsibility for defining the strategy for a customer service operation, and then creating a shared vision to enable the effective delivery of that strategy. A. Customer service director B. Call center manager C. Trainer D. Digital contact director 15. ____ has the responsibility of managing a group of Team Leaders, who then have teams of Agents reporting to them. A. B. C. D. Digital Contact Director Call Center Manager Quality Analyst HR / Human Resources 16. ____ is responsible for preparing and delivering training to the agents in the center. A. B. C. D. Quality Analyst Team Leader Trainer Operations Manager 17. ____ has the responsibility to deliver a service that does not compromise existing revenue, service and margin position. A. B. C. D. HR / Human Resources Coach Digital Contact Director Operations Manager 18. ____ are responsible for ensuring that terms and conditions of employment and job descriptions are all in place, as well as organizing recruitment. A. B. C. D. HR / Human Resources Customer Service Director Digital Contact Director Operations Manager 19. ____ is a group of people who collaborate on related tasks toward a common goal. A. B. C. D. Virtual Teams Teamwork Team Project Teams 20. ____ involves a set of interdependent activities performed by individuals who collaborate toward a common goal. A. B. C. D. Project Teams Team Virtual Teams Teamwork 21. This is a series of actions or steps taken in order to successfully communicate. A. Feedback B. Sender C. Receiver D. Communication Process 22. This refers to the information that the sender is relaying to the receiver A. B. C. D. Sender Channel of Communication Message Feedback 23. It is the person who is getting or receiving the message. A. B. C. D. Message Sender Feedback Receiver 24. This is the transmission or method of delivering the message. A. B. C. D. Sender Channel of Communication Message Feedback 25. How does showing empathy help when a customer has an issue? A. B. C. D. It de-escalates the situation and makes the customer feel heard and important. It makes the customer feel as though they are always right. It makes the customer feel like you are taking full responsibility for what happened. It makes the customer feel as though you are going to refund all the charges. 26. What is the purpose of a probing question? A. B. C. D. To verify information To solicit a ''yes'' or '~no'' answer To get the answer you want To dig deeper for more details 27. Using the right language in a call center is important for which of the following reasons? A. B. C. D. It creates a good customer experience. It makes your competitors look better. It creates distrust in your customers. It underscores your own personality. 28. What are the benefits of allowing customers the chance to confirm that you understand their needs are important? A. Customers get to be active listeners. B. Customers leave faster. C. Customers can communicate additional needs. D. Customers can better evaluate quality of services. 29. Why is listening in call centers imperative? A. B. C. D. To get a high score and bonus To meet the needs of each caller In order to multitask other things while letting the caller speak or vent Actually, most issues do not require active listening 30. What is the best way to show respect toward callers? A. B. C. D. By staying motivated in setting goals By identifying resolution tactics quickly By explaining yourself or your company By listening thoroughly and completely 31. You can work to better control a conversation through which of these voice cues? A. B. C. D. Your words Your inflection Your volume Your tone 32. How does being positive help create a more cooperative customer? A. B. C. D. They develop a new understanding and realize they were in the wrong. Their confidence in your ability to solve their problem increases. Their patience is tested and eventually runs out. Their suspicion of you increases and they just agree with everything 33. Who are non-consumers? A. B. C. D. Customers who have rejected your business. Customers who buy from your competitors. Potential customers who don't currently buy your products or services. Your competitors. 34. For the purposes of predicting customer needs, how are current customers and non-consumers related? A. B. C. D. Studying non-consumers can teach you how to predict the needs of current customers. Current customers can convince non-consumers to buy your product. Studying current customers can teach you how to attract non-consumers. Studying both of them can help you predict customer needs. 35. It is one of the most common language assessments that call Center Company administer to gauge the level of fluency of their applicants and it has six stages. A. B. C. D. Mock Calls Versant Berlitz Nesting 36. This kind of job involves work in computer & internet like email handling, chat support, messages etc. A. B. C. D. Non-Voice Voice Technical Service Representative Customer Service Representative 37. This Transfer where you’re going to be transferring a call to another call center agent. A. B. C. D. Cold Transfer Call Warm Transfer Call Technical Service Representative Customer Service Representative 38. It is simply a call simulation you’ll usually have to take calls in two occasions. First when you are still applying for a call center job. Second is when you are on the training floor. A. B. C. D. Mock Calls Versant Quality Analyst Berlitz 39. It is a test to determine the English communication skills of the applicant. Among the companies that use it are call centers and BPO companies. A. B. C. D. Mock Calls Quality Analyst Berlitz Versant 40. A written document used to assist a Brand Specialist in presenting information about products and services. A. B. C. D. Nesting Script Non-Voice Voice 41. __________is responsible in answering and solving problem and just overall helping them with their concerns. A. B. C. D. Technical Service Representative Customer Service Representative Quality Analyst Resource Planning Analyst. 42. They are the one helping the customer to fix their computer or connection, routers. They focus more in the technical side of thing. A. B. C. D. Customer Service Representative Call Centre Manager. Resource Planning Analyst. Technical Service Representative 43. It is a part of your training usually after the product training where you have to take an actual call to an actual customer. A. B. C. D. Cueing De – Escalate Spiel Nesting 44. An employee or consultant with responsibility for reviewing processes and procedures of a company. A. B. C. D. Quality Analyst Customer Services Director Resource Planning Analyst Digital Contact Director 45. What should be included in your greeting to the customer? A. Department B. Your name C. Customer name D. All of the above II. Essay. Answer the following question. 1) What do you know about Call Centers? _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ 2) Identify the types of call centers and what is the difference between them. _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ 3) What you understand by the term “Customer Satisfaction”? _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ 4) What are key attributes of a customer service representative? _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ 5) What if the customer is not happy with your answer or resolution? _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ 6) How do you handle stress and pressure? _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ 7) How do you deal with the question you don’t know the answer that customer asked? _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ 8) What will you do in a situation where system shuts down and you still handling customer on the phone? _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ 9) How to deal with the difficult customer? _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ 10) How do you encourage customers to buy additional products or services? _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________
