ICSS - Unit 2

Average Speed of Answer measures

• how fast a customer gets the information.

• how long a customer has to wait before getting an initial reply.

• how quick the customer service representative reply with an outcome.

• how responsive the customer service representative provide the solution.

Jewel Call Centre would like to find out how busy their Customer Service Representatives during working hours. Which one of the following terminologies measures that?

• Downtime.

• Resolution rate.

• Occupancy rate.

• Average speed of answer.

Which is an example of using Customer Relationship Management? 

• Leverage on upselling and cross-selling opportunities.

• Leverage on new solution to help customer resolve problem.

• Leverage on technology for paperless recording of information.

• Leverage on new service platform to improve overall customer experience.

Which one of the following customer care centre equipment is used by call centres to allow a single access number to provide several lines to outside callers?

• Headset.

• Workstation.

• Public Automatic Branch Exchange.

• Private Automatic Branch Exchange.

Which one of the following is not an example of greeting techniques during the call opening? 

• Customer service representatives mention the company name.

• Customer service representatives thank the customer for calling.

• Customer service representatives identify themselves to customer.

• Customer service representatives ask for the contact number of customer.

Which one of the following customer care centre equipment is used to display performance information in a customer service support centre?

• Headset.

• IP Phone.

• Chatbots.

• Reader Board.

One of the advantages of using softphones is

• it is easy to use.

• it has better call quality.

• Usage of number globally.

• it can display call centre's performance information.

Which one of the following is a common performance criterion under the quality of representatives’ performance?

• Gamification.

• Problem Solving.

• System Navigation.

• Information Reliability.

AHT stands for

• Average Hotline Time.

• Allocated Handling Time.

• Average Handling Time.

• Allocated Hotline Time.

Reader Board is also known as

• wall board.

• report board.

• visual board.

• design board.