
BI WEEKLY SECTION 1 (MARCH)
Authored by Sarah Muzaffa
Fun
Professional Development
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20 questions
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1.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
What is the CS Lite password?
Bookit123
Bookincslite234
Book123
Bookincslite123
2.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Supervisor will discuss on the motivational feedback and developmental feedback during quality coaching.
True
False
3.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
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
4.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
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
5.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
The number of calls offered shown at wallboard, does it included abandoned calls?
YES
NO
6.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
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)
7.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
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
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