WorksheetsICSS 2023 EXAM Revision
Total questions: 36
Worksheet time: 19mins
The role of Workforce Manager is to _________
conduct meeting with team leaders
foresee long term call demand and volumes
provide coaching and development of team
analyse customer problems
One of the duties for Digital Contact Manager is
Design and implement ways to develop various channels.
Create only single channels for customers
During the use of headset it is important to
adjust the volume to a comfortable level
make sure you re-install the driver
Reset the online connection
connect to a different device
Knowledge Management System provides
the system to distribute calls and emails
technology to make multiple calls
assistance for customer to resolve their issues encountered.
functions to personlise your email messages.
An earthquake affected the network services in Japan and customers are unable to reach the call centre . This is an example of ______
Abandon Calls
Downtime
Net Promoter Score
First Contact Resolution Rate
Which one of the following customer care centre equipment is used by call centres to allow a single access number to provide several lines to outside callers?
Workstation
Headset
Private Automatic Branch Exchange.
Automatic Call Exchange.
Which one of the following is a benefit of IVR?
reduce first contact resolution
reduce operational cost
remove customer efficiency
reduce customer retention
The TWO Artificial Intelligent trends customer service support solutions are ____
Predictive Analytics
Face Recognition
IVR
ACD
The way to motivate staff through leader board with ranking is
gamification
Workforce Optimisation
Performance metric
Net Promoter Socore
Back-End marketing using omni-channels is adopted to
review call record
generate profits
make call observation
Interact with the customers
One Benefit of IP Phone is _____
better call quality
Usage of number globally
high investment cost
Affordable
The two professional distancing skills are _____
Encourage healthy habits.
Review counselling techniques
Understand the causes of stress.
provide feedback to the supervisor
Which one of the following is NOT a factor contributing to a call center's climate?
Management & Supervisory Style
Rules and Conduct
Complexity and diversity of customer issues
Level and type of technology
The FIRST step to resolve interpersonal conflict is ____
Understand your OWN position
Agree on the benefits of resolving the conflict
Which of the following duties is CORRECT for a Customer Service Team Leader?
Making sure that your directors know the objective of the upcoming meeting
Provide ongoing coaching and development of your team
Designing and implementing ways to develop various channels
Analyse customer problems
Which one of the following scenarios is the correct reason for escalating a call
Customer are entitled to escalate their concerns
Customer feels that the issue requires immediate attention
Customer paid for the services and product
Customer has all rights to escalate if they wish
The dialer that works based on calls-to-representatives ratio is a _____
Progressive Dialer
Power Dialer
Predictive Analytic
Face recognition
What is the purpose of Wall Board?
Develop voice call
display performance information such as average wait times
create performance information such as daily shift reporting
Develop digital channels
Show
__________refers to the percentage of callers that hang up the phone before reaching a representative.
Abandoned Call
Average Call Handling Time
Which one of the following is NOT a type of customer service support setup?
Real-Time support service
Blended support Center
outbound support Center
inbound support Center
The SECOND stage of the customer lifecycle is
advocacy
acquisition
retention
conversion
Front-End marketing using omni-channels aims to
review call record for quality services
generate new customers who has never participate in a transaction
make call observation to ensure high level of customer services
Interact with the customers using the latest technology
What are the TWO tips for building an omni-channel customer experience?
Map the customer Journey
Use the right technology
Generate new customers whenever possible
Adopt Front-end Marketing
Which one of the following is NOT a negative team behaviour?
Sharing information and ideas
Cliques
Rumors
Minimalism
_____ shows whether your customers’ request or queries get followed up promptly. It tells you how responsive and quick you are in getting back.
First Contact Resolution Rate
Average Reply Time
Identify the stage where members of the group project are having conflict in the team?
forming
storming
norming
performing
One of the features of email include
Addresses can be stored in an address book and retrieve instantly
routing call from agent to customer instantly
Monaural headsets is a ______earpiece.
Single
Double
_________involves resolving customer’s issues in a single phone call.
First Contact Resolution Rate
Average Handling Time
Another name for desktop computer is ______
Workstation
Reader Board
Wall Board
PABX
PDPA stands for _______
Personal Data Protection Act
Private Data Protection Act
Private Deny Pass Authority
Personal Deny Pass Authority
$200 millions was lost during the recent scam incident in the POSB Bank. This security consequence is ______
Legal Action
Financial Loss
Service Disruption
Loss of Reputation
One of the self-serve PLATFORM that was setup at a permanent location is a ......
Kiosk
Chatbot
Livechat
SMS
Which one of the following is NOT a self-service support?
Social Media
Customer Feedback Collection
Customer on Boarding
Virtual Support Centre
Customers of Epson Printer are able to download the new printer software services in the website. This is one of the after-sales services under
Warranty Services
User Training
Online Support
Upgrades
All of the following state are displayed in the "Agent State" widget EXCEPT
Busy
Idle
On Call
Service
