
COE February 2023
Authored by Amar Muiz
Fun
1st Grade
Used 2+ times

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10 questions
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1.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Passing mark for Skill Verification is 90% and conducted twice a month.
True
False
2.
MULTIPLE SELECT QUESTION
1 min • 1 pt
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
3.
MULTIPLE SELECT QUESTION
1 min • 1 pt
Which is below is our Regional KPI?
Upselling
Contact Centre Call Quality
Sales Lead
Grade of Service
4.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
How often is contact center performance results reviewed?
Daily
Monthly
Weekly
Yearly
5.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
What is the contingency when GEMA system is down?
Excel Template
CS Lite
OPMC Report
Manual Booking
6.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Upselling Target for December 2022 (%) is:
53.9
54.1
54.0
54.2
7.
MULTIPLE SELECT QUESTION
1 min • 1 pt
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
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