ICSS Exam Revision 2

The entire process where a product is delivered after a customer place an order to make a purchase is known as

• order fulfilment

• order acceptance

• order registration

• order execution.

The time that an agent takes to complete after communicating with a customer is known as

• wrap up time

• call up time

• done up time

• average time

Bank would like to reduce the cost per contact as an approach to improve organisation’s service level. Which one of the following should be adopted?

•        Targeting email reply within three working days.

• Reviewing channels of revenue generation.

• Optimising first contact resolution.

• Reduce job turn over

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

• Public Automatic Branch Exchange.

• Workstation

• Private Automatic Branch Exchange.

Call Centre would like to identify and measure the percentage of customers that hang up the phone before reaching a customer service support representative. Which one of the following terminologies can be used?

• Resolution Rate.

• Abandoned call.

• Average Handing Time.

• Service Level

A post-purchase service that empowers and teaches customers how to use your product that are complex or require more time to master is

•    Call Analytics.

• Face Recognition.

• Customer Onboarding.

•      Customer Feedback Collection.

The system that are used to reduce labour cost by using automated system to answer routine queries by customers is

• Wall board

• Interactive Voice Response.

•    Performance Management Tool.

• Workforce Optimisation System

Which one of the following is a feature of email?

• Voice on hold.

• Voice call diverting.

•      Automatic call recording.

•      Automatic retrieval of messages.

Which one of the following BEST describes Workforce Management System?

• It empowers customers and employees

• It creates values for sales and marketing.

• It enhances customer experience in the sales process.

•      It optimises the scheduling of customer service representative.

. Which one of the following could be a way to implement this omni-channel customer experience for her business?

• Use the right technology.

• Engage a consultant for business expansion.

•   Identify stages of Tuckman’s Team Group Development.

• Review and design effective marketing campaigns to achieve the desired result.