Ice Breaker Activity (UPE)

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

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

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

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

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

• True

• False

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

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

The following are self-service channels which contact center consultants aggressively encourage our customers to opt for EXCEPT:

• Visual Interactive Voice Response and Self-Diagnostics

• Online Payment & Reloads

• Contactless Purchase through Facial Recognition

• Digital Enriching News (DEN)

The following transactions are now available to be fulfilled via the contact center EXCEPT:

• New Postpaid Registration and Device Contract

• Port out request

• Upgrade to Maxis Unlimited Postpaid and Fibre or Maxis Fibre Upgrade

• Prepaid to Postpaid and MaxisONE Go WiFi Request

The following are the different types of customers which contact center consultants encounter everyday:

• The irate and elitist customer

• The talkative and mistaken customer

• The happy and positive customer

• Prank Caller