COE Quizzes 19/05/2022

COE Quizzes 19/05/2022

University

10 Qs

quiz-placeholder

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COE Quizzes 19/05/2022

COE Quizzes 19/05/2022

Assessment

Quiz

Other

University

Practice Problem

Medium

Created by

Shella Ben

Used 5+ times

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10 questions

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1.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

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

Total calls offered including abandonTo assist overflow calls whenever neededed calls

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

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

To assist overflow calls and to manage AHT accordingly

2.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

When does the call overflow to BL or Reserve Group? 

When there is high absenteeism on the floor, the day GOS is below 90%.

When the interval GOS is 90%, the call is waiting less than 15 sec.

When the day GOS is below 90%, the call is waiting more than 15 sec.

When the interval GOS is below 90%, the call is waiting more than 10 sec.

3.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Call overflow referred to the call waiting more than 10 sec and GOS of the day at below 90%.

True

False

4.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What is the SMART stands for?

Specific,Managable,Achieveable,Realistic,Timeline

Special,Measurement, Achieveable, Reality,Time-Bound

Specific,Management,Action,Real-time, Tangible

Specific,Measureable,Achievable, Realistic, Time-Bound

5.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What is the minimum number of mystery shopper calls that will be conducted for FL CSA on monthly basis.

 11

6

10

8

6.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

The R&R programs include:

i: Compliment Shout Out

ii: Employee of the Month

iii: CX Asia Excellence Awards

True

False

7.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

For quality coaching, feedback is shared via a framework called AID

YES

NO

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