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WorksheetsIce Breaker Activity (UPE)
Total questions: 10
Worksheet time: 20mins
AT THE Maxis Sunway Pinnacle Contact Centre, there are no cubicles and no fixed seating. Instead, there is a lot of open space. True or False?
True
False
We have ______ Contact Center Consultants working _______ here at the Maxis Sunway Pinnacle Contact Center, including those manning our online assisted channels.
700; 24/7
358; from 9am to 6pm
1000; 24hrs
520; from 8am to 12am
Delivering on these customer demands have proven to be a challenge in Contact Centers EXCEPT:
Keeping promises
Wrong Information
Single Point of Contact
Quick response time
Maxis Contact Centre in Sunway Pinnacle manages all queries/transaction for below customer types EXCEPT:
Consumers and Business Enterprise
Home Fibre
Prepaid
Queries from the media
Directing customers to the Maxis App using targeted information leads to significant call volume reduction. True or False?
True
False
The following are the best practices to improve contact center consultant utilization EXCEPT:
Monitor adherence to scheduled breaks
Manage seasonal planned leaves
Manage productivity through real time monitoring
Large amount of time spent on coaching, training and/or briefings
The following calls can be moved to online self-serve and interactive voice response utilization EXCEPT:
Account-Related
Data Usage
Plan or Contract Termination
Mobile Internet
The following are self-service channels which contact center consultants aggressively encourage our customers to opt for EXCEPT:
Visual Interactive Voice Response and Self-Diagnostics
Online Payment & Reloads
Contactless Purchase through Facial Recognition
Digital Enriching News (DEN)
The following transactions are now available to be fulfilled via the contact center EXCEPT:
New Postpaid Registration and Device Contract
Port out request
Upgrade to Maxis Unlimited Postpaid and Fibre or Maxis Fibre Upgrade
Prepaid to Postpaid and MaxisONE Go WiFi Request
The following are the different types of customers which contact center consultants encounter everyday:
The irate and elitist customer
The talkative and mistaken customer
The happy and positive customer
Prank Caller
