Baseline Assessment
Authored by Menna Omar
Other
Professional Development
Used 17+ times
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15 questions
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1.
OPEN ENDED QUESTION
3 mins • Ungraded
Complaint management queue received 1000 transactions to be processed within 24 Hours
A team has successfully closed 970 cases out of them, 943 closed during the agreed life cycle
Please calculate the On-time percentage
Evaluate responses using AI:
OFF
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Backlog is known to be measured by percentage
True
False
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is the ideal target for On time
85%
95%
90%
4.
OPEN ENDED QUESTION
3 mins • Ungraded
Agent Salary: 1000 LE
Team Leader Salary: 1500 LE
If we have 100 agents and 10 team leaders worked for 1 month with 0% absenteeism & 100% Adherence
Calculate Direct Cost
Evaluate responses using AI:
OFF
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is the D-Sat reason
Controllable
Non- Controllable
All the answers
6.
OPEN ENDED QUESTION
3 mins • Ungraded
The benchmark of the top 2 box is _________
Evaluate responses using AI:
OFF
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Business critical benchmark is _______
95%
90%
98%
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