Call centres

Which of the following is NOT a definition of call centre?

• Call centre is a physical or virtual operation within an organization in which a managed group of people spend most of the time doing business by telephone

• Call centre is a workplace where agents use different channels, calls, chat and email.

• Call centre is a workplace that integrate telephone and computer technologies.

• Call centre is a place that deliver services to customer over the telephone, replacing or complementing face-to-face interaction with public.

The following are types of call centre:

• Offshore and nearshore.

• Headphone and headset.

• Inbound and outbound.

• Off peak and Peak traffic.

Which of the following is NOT a subsystem of a call centre?

• Customer

• Script

• Agent

• Management

Which of the following is NOT a probably reason a customer rings to a call centre?

• Customer has a question about the product or service.

• Customer wants to change his/her address.

• Customer needs guidance to use the product he/she bought.

• Customer feels lonely and he/she wants to talk with someone.

Is "adherence" a measure in call centres?

• True

• False

One of the following option is NOT a main concept to give a good service:

• Customer satisfaction and both profitability and loyalty

• Service quality and customer satisfaction

• Employee satisfaction and service quality

• Customer questions and no response

What tips shouldn't be taken into account to help a customer?

• Deliver service that satisfies the customer.

• Respond rudely to the customer.

• Understand their needs.