COE March

Abandoned Call Rate (ACR):

(Number of calls abandoned after 10 sec / Total number of incoming calls) x 100%

• True

• False

Which is below is our Regional KPI?

• Contact Centre Call Quality

• GOS

• Upselling

• Sales Lead

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)

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

Which is below is our Global KPI's?

• Upselling

• ACR

• GOS

• Sales Lead

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

We have in total 7 different AUX option. Is it correct?

• Yes

• No

Which of the below is not our 2023 R & R Campaign:

• CASH LANDING ON YOU

• DOUBLE PAY BOOSTER

• GUARDIANS OF THE WPX

• SEAL THE CASH DEAL 

Upselling Target for Mac 2023 (%) is:

• 93%

• 83.4%

• 80.4%

• 82.5%

Sales Lead Target for March 2023 (%) is

• 9

• 15

• 8

• 7