What step to great customer service does this statement tell? "Have a transparent system for your customers to submit and follow-up on requests."

What step to great customer service does this statement tell? "Show the customer that you are the right person with the right expertise to deliver the products that they need."

True or False: Ensure that you have a system in place to contact every customer in order to make sure their needs were met.

True or False: It is fine not to have a transparent system for your customers to submit and follow-up on requests, anyway customers don't know your system.

It refer to the people who are current or potential buyers, subscribers, account owners or patrons of the industry

It refers to companies you will represent.

They are also known as rep/s who assist customers in activities.

It refers to the management of one or more specific business processes or functions by a third party.

When did the offshore call center industry started in the Philippines?

This is achieved through the words and tone you use in dealing with customers.

It means controlling a call through effective communication techniques.

It means selling upgraded or additional products to existing customers.

It means the ability to listen actively, question appropriately, provide feedback, and use the skills outlined to build customer relationships.

It means managing multiple priorities or assignments simultaneously.

True or False: A good team player has the ability to work effectively with others and contribute to team task accomplishment.

It is the ability to use available time and resources to address assigned tasks and customer issues.

True or False: There are two types of call center performance metrics: productivity metrics and qualitative metrics

It is used to measure how effective agents are in using their time and how efficient they are in maintaining the balance of the various aspects of their jobs.

This tracks the length of time a customer is on the phone.

What call quality criteria which is reasonable to require all representatives, regardless of their level of experience, to include all standard criteria on each call.

True or False: CSAT is expressed as a percentage between 0 and 10, with 100% representing complete customer satisfaction.

True or False: CSAT is often determined by a single question in follow-up surveys along the lines of “How would you rate your overall satisfaction with the service you received?”

This is at the top of the list for many organizations when it comes to the metrics they are tracking.

True or False: TTR is typically measured in weeks or months depending on the nature of the product or system being supported, and is measured from the time a support is requested.

It is used to measure how well agents accomplish their tasks, especially their primary function of customer contact.

It describes the minimum acceptable level of performance for all agents.

This includes building rapport with the customer, handling challenges effectively, and using empathy as appropriate.

True or False: We practice quality customer service when customers cannot understand the product or service they subscribed to.

True or False: Call center managers uses a third party company to quantify performance and results of agents.