Centre Of Excellence

How many type of Aux used?

• 9

• 6

• 7

• 8

Is it true that we can find our Job Role with Sign Off at P-File

• No, we can find ir at CS Database

• True

• False, there is no Sign Off Copy

• Job Role can found at Coe Excess File

Mode of Communication used to communicate within all of us?

• Monthly Team Meeting, Performance Dialogue, Town Hall

• Perfomance Dialogue, Database

• WhatsApp, Skype, Microsoft Team, Gmail

• PM Tepi Je ;)

Please choose below which is Not Correct?

• Call monitored per advisor is 8 Calls

• Call evaluated for 2 weeks on Leave is 6

• Call evaluated for 2 weeks on Leave is 6

• 3 Weeks on Leave, call evaluated is 4

Which is true about Cut Off time for Red Alert?

• Start Time 830- Close time 430PM Mon-Saturday

• Start Time 9AM - 430PM Mon-Friday, Close time for saturday 12 Noon

• No red Alert on Saturday. Sunday & Public Holiday

• Start time 830AM Mon- Saturday & close time 430PM Mon-Friday

Contact Center Email is 24 hours response time & DHL Care Email response within 2 hours

• TRUE

• FALSE

How many Types Of Coaching?

• Quality Monitoring. Quality Coaching, Performance Coaching

• Ad Hoc Coaching, Quality Monitoring, Quality Coaching

• Monthly Performance Coaching, Quality Monitoring Coaching & Adhoc Coaching

• Adhoc Quality Coaching & Performance Coaching

What is the contingency when Gema and NPTS system is Down?

• Raise IT Team for checking and Manual Excel Template

• Use Gema and refresh/clear cache

• Use OPMC Report and Raise to IT

• Use Gema Excel Template and OPMC Report

What is the Global & Regional KPI that related to you?

• Global & Regional KPI

• Saya tak tahu, saya cuma Ikan

• GOS, ACR, Upselling, Sales Lead

• Contact Centre Call Quality, Sales Lead, GOS, ACR & Upselling

What is interval time for GOS

• Interval GOS without Bracket is 30Mins

• Interval within bracket is 30mins

• Gos of the day within bracket is 11Am -12pm

• Wallboard and Interval Refresh 3sec