PRE TEST ICCA 2019
Special Education
1st - 10th Grade
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10 questions
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1.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Perhitungan Abandon Rate yang benar adalah
A. Jumlah Incoming Call dibagi Jumlah Abandon Call dikalikan 100%
B. Jumlah Abandon Call dibagi Jumlah Answered Call dikalikan 100%
C. Jumlah Answered Call dibagi Jumlah Abandon Call dikalikan 100%
D. Jumlah Abandon Call dibagi Jumlah Incoming Call dikalikan 100%
2.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Kepanjangan dari SLA dalam dunia contact center adalah
A. Service Level Agree
B. Service Level Agreement
C. Score Level Average
D. Score Level Agree
3.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Untuk melakukan kontrol biaya operasional call center ada beberapa hal prioritas yang dapat dilakukan, KECUALI…
A. Menekan Jumlah Penelpon
B. Melakukan Variasi Jalur Distribusi Layanan
C. Menekan Biaya Tenaga Kerja
D. Mempersingkat Waktu Pelayanan
4.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Untuk menggali kebutuhan customer, keterampilan apakah yang dibutuhkan seorang Agent Contact Center?
A. Keterampilan Bertanya
B. Keterampilan Menyimak
C. Keterampilan Berbicara
D. Keterampilan Presentasi
5.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Beberapa teknologi yang mendukung aktivitas manajemen contact center dalam melakukan pengawasan operasional diantaranya, KECUALI…
A. Interactive Voice Response (IVR)
B. Automatic Call Distibution (ACD)
C. Workforce Management
D. Computer Telephony Integration (CTI)
6.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Waktu antara menerima satu panggilan dengan panggilan berikutnya disebut dengan…
A. Auxiliary Time
B. Automatic Call Distribution Time
C. After Call Work Time
D. Agent Ring Time
7.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Salah satu contoh kemampuan hard skill agent adalah
A. Keterampilan Komputer
B. Keterampilan Presentasi
C. Keterampilan Menyimak
D. Keterampilan Pelayanan
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