CS Test 1 Revised

All of the following are characteristics of an effective team with the exception of:

• All need to have the same personality

• Active Reinforcement Systems

• Clear sense of direction

• Constructive Interpersonal Systems

All of the following are examples of KPI’s with the exception of:

• Service Levels

• Average number or Volume of calls handled per day or interval

• Customer ratings of service per agent

• Jargon check system routine

What does the abbreviation KPI mean?

• Key Political Identifier

• Key Policy Impacting Services

• Key Performance Indicator

ACD stands for Automatic Call Distributor, the technology in the call center that answers and distributes calls.

• True

• False

The top three primary functions that call centers perform are customer service, collections, and sales.

• True

• False

One person can have a substantial impact on the speed of answer customers receive.

• True

• False

Choose the most suitable definition of who is a Customer?

• Someone who purchases and uses goods and services for a cost

• A customer is an individual or party that receives or consumes products (goods or services) and has the ability to choose between different products and suppliers

• A group of people joined together by a common goal to attract services providers

• Someone who has the ability to choose between different services

The characteristics of excellent customer service include the following except:

• Listening to the customer

• Realizing the customer’s need/s and providing excellent customer service

• Being empathetic

• Sympathizing with the customer

If the customer perceives you as confident in your abilities to help them, all of the following will be accomplished except:

• Establishes credibility

• Encourages repeat customers

• Increases customer satisfaction

• Get bonus pay

The two (2) critical qualities to the “Customer Friendly Approach” are?

(Select all the answers that apply)

• Giving the customers discounts so that they return

• Sympathizing with the customer

• Building Relationships

• Effective Communication