Ice Breaker Activity (UPE)

Ice Breaker Activity (UPE)

Professional Development

10 Qs

quiz-placeholder

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Ice Breaker Activity (UPE)

Ice Breaker Activity (UPE)

Assessment

Quiz

Professional Development

Professional Development

Practice Problem

Medium

Created by

Khalid Yazit

Used 83+ times

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10 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

AT THE Maxis Sunway Pinnacle Contact Centre, there are no cubicles and no fixed seating. Instead, there is a lot of open space. True or False?

True

False

2.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

We have ______ Contact Center Consultants working _______ here at the Maxis Sunway Pinnacle Contact Center, including those manning our online assisted channels.

700; 24/7

358; from 9am to 6pm

1000; 24hrs

520; from 8am to 12am

3.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

Delivering on these customer demands have proven to be a challenge in Contact Centers EXCEPT:

Keeping promises

Wrong Information

Single Point of Contact

Quick response time

4.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

Maxis Contact Centre in Sunway Pinnacle manages all queries/transaction for below customer types EXCEPT:

Consumers and Business Enterprise

Home Fibre

Prepaid

Queries from the media

5.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

Directing customers to the Maxis App using targeted information leads to significant call volume reduction. True or False?

True

False

6.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

The following are the best practices to improve contact center consultant utilization EXCEPT:

Monitor adherence to scheduled breaks

Manage seasonal planned leaves

Manage productivity through real time monitoring

Large amount of time spent on coaching, training and/or briefings

7.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

The following calls can be moved to online self-serve and interactive voice response utilization EXCEPT:

Account-Related

Data Usage

Plan or Contract Termination

Mobile Internet

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