ICSS - Unit 1

A Customer Service Team Leader's duties include taking call ___________ and looking out for representatives that may need help.

ABC Contact Centre is looking at ways to lower the operational cost. Which one of the following is the best way to reduce operational cost?

• Employ customer service representatives who are more diverse.

• Expand the job responsibilities of customer service representatives.

• Equip the customer service representatives to handle more workload.

• Empower the customer service representatives to resolve customer issues.

Customer Service Support Personnel plays the following roles to help their organisation EXCEPT:

• increase customer loyalty.

• increase the frequency of customers buying from you.

• generate positive word-of-mouth about your business.

• decrease the amount of money each customer spends with your business.

Which one of the following is a good indicator of service level?

• Number of calls answered within a specified threshold.

• Percentage of calls answered within a specified threshold.

• Average speed of answer of each call within specified threshold.

• Average duration of each call answered within specified threshold.

Customer service aims to provide exceptional service that leaves the customer feeling valued and _________.

It is _ times more expensive to acquire a new customer than to retain an existing customer.

• 10

• 8

• 6

• 4

Susan, a recent ITE graduate, has just joined a Call Centre as a Customer Service Representative. What statement BEST describes the main role of Susan in the Call Centre?

• Generate sales for the company.

• Convert all potential leads to customers.

• Increase the overall profit of the company.

• Connect the business with its customers.

Which one of the following is a good indicator of service level?

• Number of calls answered within a specified threshold.

• Percentage of calls answered within a specified threshold.

• Average speed of answer of each call within specified threshold.

• Average duration of each call answered within specified threshold.

__ most important factors shape the climate in a Customer Service Support Centre.

• 10

• 12

• 14

• 16

Customers may have to ____ if the technology is slow as representative needs to wait for the screen to appear.