ICSS Mock 1

Tuckman's model has 4 stages of team formation. Which one of the following has the right sequence of the stages?

• Storming, Norming, Performing, Forming

• Forming, Norming, Performing, Storming

• Forming, Storming, Norming, Performing.

• Storming, Performing, Norming, Forming

IVR stands for

• Interactive Video Recording

• Interactive Voice Response

• Intermittent Voice Reading

• Interactive Voice Recording

Customer Service support personnel helps an organization to:

• Increase staff turnover rate

• Increase customer loyalty

• Increase customer talk time over the phone

• Increase the amount of money spent on marketing

Two of the duties of the customer service representative are

• Identifying customer needs

• Conversion of the potential leads to customers

• Removing records from all customer conversations into Customer Relationship Management system.

• Updating records from all customer conversations into Customer Relationship Management system.

displays performance information in a customer service support centres

(a)  

Which one of the following equipment records the audio information of the call centre?

• Private Automatic Board Exchange

• Interactive Voice Response

• Automatic Call Recording Equipment

• Headset

Which one of the following is a type of negative behaviour at workplace?

• Helping co-workers

• Sharing information

• Minimalism

• Respecting colleague

The coaching method that removes the biasness of agent’s performance as the agents are not aware of the supervisor's presence is

• Walk the floor

• Side By Side monitoring

• Review Call Record

• Silent monitoring

The process of training new customers on the usage of the product is known as Customer

(a)  

The implementation of game mechanics in the customer service support centre as a way to motivate employee engagement is

• Customization.

• Generalization.

• Gamification.

• Unification