BI WEEKLY SECTION 1 (MARCH)

What is the CS Lite password?

• Bookit123

• Bookincslite234

• Book123

• Bookincslite123

Supervisor will discuss on the motivational feedback and developmental feedback during quality coaching.

• True

• False

How many Global and Regional KPIs are related to FL?

• 3 for Global and 3 for Regional

• 3 for Global and 2 for Regional

• 6 for Global and 6 for Regional

• 2 for Global and 3 for Regional

What are the DHL Attributes?

• Passion, right first time, can, speed

• Passion, right first time, can do, speed

• Passion, power, can do, speed

• Passion, right on time, can do, speed

The number of calls offered shown at wallboard, does it included abandoned calls?

• YES

• NO

The formula below refers to which KPI? (Number of calls answered within 10 sec / Total number of incoming calls) x 100%

• Contact Centre Call Quality

• Upselling

• Grade of Service (GOS)

• Abandoned Call Rate (ACR)

Where do I look for FL WFO scheduling period to know till when the schedule has been published apart from WFO system?

• AL Planner - Tab under Scheduling Period

• Scenario Based Link

• CS Database Master File

• QM Trending File

It's not necessary all permanent employee in DHL Express MY will need to attend DHL Employee Induction Program.

• TRUE

• FALSE

Which of the following items are used and captured in performance coaching form? (Multiple Answer)

• Areas of strengths and improvements

• Planned annual leave

• Feedback and agreement of Superior and Staff

• Results of Skills Verification

When you are asked to have a quick meet-up with your manager, what is the AUX code that should be used?

• AUX Coaching

• AUX Meeting

• AUX Other Work

• AUX Unplanned Activities