CCP 104 - Contact Centre Environment - Week 1

When defining customer service, the focus is:

• make the customer feel special

• treat the customer with respect

• to meet the customer needs

• all of the above

For success in providing superior service to customers, your roles and expectations must be defined and communicated clearly in terms of characteristics referred to as RUMBA. RUMBA is an acronym for:

• Reliable, Unselfish, Measurable, Believable, and Assertive

• Realistic, Understandable, Manageable, Bubbly, and Available

• Realistic, Understandable, Measurable, Believable, and Attainable

• Reachable, Useful, Measurable, Balanced, and Agreeable

It is the role of the contact centre to______________ for the customer.

(win/advocate/argue)

Working for myself in my own business does not require me to have competent customer service skills and capabilities.

(true/false)

Which of the following qualifications and competencies are contact centre employees required to possess? Select all that apply.

• Knowledge of Product / Service & Initiative and Creativity

• Interpersonal Communication Skills, Time Management Skills & Loyalty and Trust (for Organization, and Customers)

• Positive Attitude, and Welcoming Demeaner & Problem-Solving/Conflict Resolution Expertise

• Loyalty to Company Only

• Loyalty to Customer Care Only

What are some of the various types of contact centres? Select all that apply.

• Enterprise

• Virtual

• Government

• LAN

• Corporate

Which of the various types of contact centres? Select all that apply.

• Sales, Service, and Support

• Social Media

• Outsourced

• Specialized

The operations of a successful contact centre is dependent on the interrelated success of the following "Five Pillars"

• Integrity, Ethics, Morals, Good Service, Loyalty

• Strategy, Technology, People, Shareholders, Cash Flow

• People, Process, Strategy, Technology, Facility

• Owners, Employees, Customers, Products, Price Points

Match the following

• Documentation, Daily Operations, Performance Reporting, Service Level Agreements and Vendor Mang't

• Strategy

• Virtual Contact Centres, Accessible, and Design

• Process

• Right Tools and Technology for the Job, Social Media, and Customer Channels

• Facilities

• Vision, Mission, Values, and Goals

• Technology

• Recruiting, Hiring, Coaching, Leadership, and Communications

• People

A solid contact centre foundation will contribute to increased profits, reduced costs, and overall customer service satisfaction. 

(true/false)