Refers to a symbolic representation of the flow of steps followed in
contact center services or the people to consider when following
hierarchy within contact centers.
3rd Review Quiz in TLE 7
Quiz
•
Instructional Technology
•
7th Grade
•
Medium
erwin Garcia
Used 2+ times
FREE Resource
40 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Refers to a symbolic representation of the flow of steps followed in
contact center services or the people to consider when following
hierarchy within contact centers.
Flowcharting
Flowchart
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Is the most commonly used type of flowchart in contact centers. It
identifies the steps, activities and decision points when contacting
customers.
Top Down Flow Chart
Sequential Flow Chart
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
It arranges the macro steps within a process from the top, which
includes the major activity topic, to the bottom, which includes minor
activity.
Top Down Flow Chart
Sequential Flow Chart
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Are assisted in knowing how a process progress across areas or people.
It is very important to clarify the roles, duties and responsibilities of each
call center staff or administrator.
Deployment Flow Chart
Hybrid Flowchart
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Is a symbol on any data that agents or customer can read whether via
soft or hard copy.
Direct Data
Document
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Can represent resources generated or used in any type of flowchart.
Data
Document
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Is a symbol indicating any steps that is curried out by an agent manually
not automatically.
Loop Limit
Manual Operation
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