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WorksheetsCUSTOMER SERVICe
Total questions: 29
Worksheet time: 14mins
What is "Eliminate the Wait" about?
It gives customers a training about they need
It gives customers the tools to resolve their own issues
It gives customers rules and instruction about the company
It gives customers more information details
Get as ..................... as Possible
Get as Much Information as Possible
Get as Information Much as Possible
Get as Information as Possible
Get as the food as Possible
What is "Get as Much Information as Possible" about?
Prepare the customer to replicate the process on their own in the future, eliminating the need for a second call.
Who knows
About the information we need to give them to have a wonderful experienc
The more information a call center agent has about the customer on the line and the issue they’re facing, the more likely they’ll be able to resolve it on first contact.
Provide ..................... Possible
Provide Clear Feedback Wherever Possible
Provide Clear Instructions Wherever Possible
Provide Instructions
Cleard Wherever Possible
Provide The important instruction Wherever Possible
What is First-Call Resolution?
Refers to a company's information about dealing people
refers to a agent who is able to handle the problem in one
resolve the problem in the first contact
refers to a company’s ability to resolve a customer service request
What does "FCR" mean?
FIRST CALL RESOLUTION
FIRST CALL RESOLUTION
FAST CALL SOLUTION
FIRST CALL RESOLUTION
FIRST CALL RESOLUTION
WHY IS FCR IMPORTANT?
CHOOSE THE CORRECT ANSWERS IN ORDER according to the video.
1.first email resolution
2.first ivr resolution
3.first chat resolution
4.first web resolution.
1.first ivr resolution
2.first email resolution
3.first chat resolution
4.first web resolution.
1.first web resolution
2.first ivr resolution
3.first chat resolution
4.first web resolution.
1.first chat resolution
2.first ivr resolution
3.first chat resolution
4.first web resolution.
How much is 5 plus 5 times 5?
55
30
35
50
what does "measurement and management" mean in spanish?
JAMES
CHAPTER 1:5
medición y control de sistemas
medición y gestión
métrica y componente
What is the abbrevation for "First call resolution"?
FSC
FRC
RCF
FCR
what does "measuring, benchmarking, improving, awarding" mean in spanish?
choose the correct answer in order
otorgar, comparar, mejorar, medir
comparar, medir, mejorar, otorgar
medir, comparar, mejorar, otorgar
medir, aguacate, medir, comparar
Is the king of all call center service the FCR?
yes
no
Wich is one of the benefit of a FCR?
improves employee satisfaction
Reduce operating costs
Reduce customers at risk of defection
increase opportunities to sell
increase net promoter score
choose the missing piece
what is "Don’t Just Show — Teach" about?
About a call center agent should take the time to carefully walk the customer through how they achieved that resolution
About another way is to invest in a customer relationship management (CRM) solution.
About put the power in Your Agents’ Hands
About Uninformed or unprepared agents are less likely to resolve a call on the first try
what is the name of this company?
Tepasas
El llamadas
Teleperformance
Teleton
What is "Regularly Re-evaluate Your Methods" about?
you must first understand you are a son of god
you must first understand the company conditions
you must first understand the strategies about people
you must first understand the strengths and weaknesses of your customer service specialists.
What is First-Call Resolution?
Refers to a company's information about dealing people
refers to a agent who is able to handle the problem in one
resolve the problem in the first contact
refers to a company’s ability to resolve a customer service request
Is the king of all call center service the FCR?
yes
no
What is the abbrevation for "First call resolution"?
FSC
FRC
RCF
FCR
Wich is one of the benefit of a FCR?
improves employee satisfaction
Reduce operating costs
Reduce customers at risk of defection
increase opportunities to sell
increase net promoter score
a call ends when the customer say that it's over?
yes :(
no :)
What does “Have I fully resolved your issue?” mean in Spanish?
¿Ya se va?
¿He hecho lo que tenia que hacer con usted?
¿He terminado de ayudarte con tu problema?
¿He resuelto completamente tu problema?
What does “Are you interested in learning more about our support center?” mean in Spanish?
¿Está interesado en saber más sobre el call center?
¿Está interesado en aprender sobre nuestras soluciones en nuestra compañia?
"¿Está interesado en obtener más información sobre nuestro centro de soporte?
¿Estas interesado en aprender mas de nuestro servicio?
What is "Put the Power in Your Agents’ Hands" about?
gents should also take care to provide customers only with information relevant to the issue at hand, so as not to overwhelm them.
ensure that the issue has been sufficiently addressed and resolved
about an informed employee is an effective employee.
increase the likelihood of first-call resolution
CHOOSE THE CORRECT ANSWERS IN ORDER according to the video.
1.first email resolution
2.first ivr resolution
3.first chat resolution
4.first web resolution.
1.first ivr resolution
2.first email resolution
3.first chat resolution
4.first web resolution.
1.first web resolution
2.first ivr resolution
3.first chat resolution
4.first web resolution.
1.first chat resolution
2.first ivr resolution
3.first chat resolution
4.first web resolution.
What is "Put the Power in Your Agents’ Hands" about?
gents should also take care to provide customers only with information relevant to the issue at hand, so as not to overwhelm them.
ensure that the issue has been sufficiently addressed and resolved
about an informed employee is an effective employee.
increase the likelihood of first-call resolution
What is "Eliminate the Wait" about?
It gives customers a training about they need
It gives customers the tools to resolve their own issues
It gives customers rules and instruction about the company
It gives customers more information details
