COE Quiz X Team

How many type of caoching do we have in Customer Services?

• 3

• 2

• 1

• 4

PD, Team Meeting, Berita Terkini are the tool/type used for communications in CS.

• True

• False

Which one of the below is the correct Recognition Program in CS?

• Perfect Attendance, NPA Award, Compliment Shout Out

• Employee of the Month (EOM), ICCC Award, SMART Incentive

• Compliment Shout Out, Employee of the Month (EOM), Perfect Attendance

• SMART Incentive, NPA Award, Perfect Attendance

Which of the below describe the Reserve Group (RG) function best?

• To assist overflow calls whenever needed

• To assist overflow calls once GOS <90% and call waiting >10sec

• To assist overflow calls from Monday to Friday (0830am-1730pm)

• To assist overflow calls and to manage AHT accordingly

Web Email Response is within 2 hours. Is that correct?

• True

• False

What is the AUX use for COE Audit?

• AUX Meeting

• AUX Coaching

• AUX Audit

In the event CS on leave for 3 weeks, only 2 call will be evaluate for QM.

• True

• False

What system do the agents use if CSV is down?

• Use manual booking template

• Log out from Softphone

• Use NPTS system

• Use CS Lite

What is call offered?

• Total number of incoming call after 10 sec

• Total number of incoming call exclude abandoned call

• Total number of incoming call and include abandoned call.

The passing mark for Skill Verification is 90% and target call quality (QM) for regional KPI is set at 98%.

• True

• False