COE February 2023

Passing mark for Skill Verification is 90% and conducted twice a month.

• True

• False

New staff should be assessed on contact centre quality with a minimum threshold set (country level) prior to allowing them "going live" unassisted. Which of below is correct?

• New hires – 33 days – OJT 10 days

• 10 calls done by supervisor

• Assessment – Passing mark 85%

• If they failed the QM for 10 calls, they need to re-sit for OJT for 5 days and supvs will take 5 calls

Which is below is our Regional KPI?

• Upselling

• Contact Centre Call Quality

• Sales Lead

• Grade of Service

How often is contact center performance results reviewed?

• Daily

• Monthly

• Weekly

• Yearly

What is the contingency when GEMA system is down?

• Excel Template

• CS Lite

• OPMC Report

• Manual Booking

Upselling Target for December 2022 (%) is:

• 53.9

• 54.1

• 54.0

• 54.2

Do you aware on monthly upselling target and Sales Lead Target? How do you find the monthly target?

• Email communication

• Database – COE global & regional KPI

• Daily performance report

• Performance Dialogue

Which of the below describe the Reserve Group (RG) function best?

• To assist overflow calls from Monday to Friday (0830am-1730pm)

• To assist overflow calls and to manage AHT accordingly

• To assist overflow calls once GOS <90% and call waiting >10sec

• To assist overflow calls whenever needed

10 mystery shopper calls

IMSP score breakdown by Sections : Knowledge , Polite, Helpless & Process (PKPH)

• True

• False

Answer explanation

SLA for Remote Booking:

1. Self-service 6 hours for Malaysia

2. If no scheduled, follow per GRBP (Global Remote Booking Process):

The collecting country must acknowledge the remote booking and dispatch (CONFIRM) it within 8 working hours upon receiving the remote booking request.

How frequency of call calibration has been done?

• Monthly basis (supervisor & CSD Team)

• Monthly basis (manager, supervisor & CSD Team)

• Weekly basis (manager, supervisor)

• Monthly basis (manager, supervisor, advisor & CSD Team)

Answer explanation

8 – Meal, Break, Coaching, Training, Meeting, Unplanned Activities, Other Work, Supervisor Coaching