
COE March

Quiz
•
Fun
•
1st Grade
•
Hard

Amar Muiz
Used 3+ times
FREE Resource
10 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Abandoned Call Rate (ACR):
(Number of calls abandoned after 10 sec / Total number of incoming calls) x 100%
True
False
2.
MULTIPLE SELECT QUESTION
1 min • 1 pt
Which is below is our Regional KPI?
Contact Centre Call Quality
GOS
Upselling
Sales Lead
3.
MULTIPLE SELECT QUESTION
1 min • 1 pt
How many report sent by CSD Team on CS performance update?
2
5
3
1
Answer explanation
Report sent by CSD Team -
2 Report Daily:
1 - FL Daily Productivity Report & Individual Daily Performance
2- CS Daily Performance Report (Overall CS Daily Performance)
4.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
IMSP conducted on monthly basis in customer Service MY. Which assessors will conduct the mystery shopper calls to CS and evaluate their call quality?
Tele sales, Commercial and etc.
CSD
Sudhakaren
Managers
5.
MULTIPLE SELECT QUESTION
1 min • 1 pt
Which is below is our Global KPI's?
Upselling
ACR
GOS
Sales Lead
6.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
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 6 working hours upon receiving the remote booking request.
True
False
7.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
We have in total 7 different AUX option. Is it correct?
Yes
No
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