NEW
Font size
S
M
L
XL
WorksheetsPreliminary Quiz in SMFBPO-2
Total questions: 25
Worksheet time: 13mins
Name
Class
Date
1.
1. It’s when a company hires another company to do certain tasks for them.
a)
Business Product Outsourcing
b)
Business Process Outsourcing
c)
Nearby Country Outsourcing
d)
Offshore Outsourcing
2.
2. If Shopee hires Convergys which is a call center, then Shopee is basically the ______.
a)
Employer
b)
Employee
c)
Account
d)
Line of Business
3.
3. It is simply an office where agents make and receive calls or send and answer emails.
a)
Back Office
b)
Front Office
c)
Avaya
d)
Call Center
4.
4. It is when agents wait for calls from customers.
a)
Outbound
b)
Inbound
c)
Blended
d)
Escalation
5.
5. They are agents who are more on a technical side like fixing a computer or internet connection.
a)
TSR
b)
CSR
c)
Sales Representative
d)
Hybrid Agent
6.
6. It is the transition period between training and the time you start taking actual calls.
a)
a. Product Training
b)
b. Supervisors Call
c)
c. Coaching
d)
d. Nesting
7.
7. In a call center, ACW means ___________.
a)
a. After-Calling Wait
b)
b. About-Call Work
c)
c. After-Call Work
d)
d. Acquired-Call Work
8.
8. What is the opposite word for queuing?
a)
a. Escalate
b)
b. De-escalate
c)
c. Coaching
d)
d. Avail
9.
9. It is a test where you, as an applicant or as a trainee, act as a call center agent while your trainee or interviewer acts as your customer.
a)
a. Chat Simulation
b)
b. Mock Call
c)
c. Role Play
d)
d. Sup Call
10.
10. It means that there are lots of customers waiting on the line.
a)
a. Call time
b)
b. Queuing
c)
c. Avail
d)
d. Huddle
11.
11. It is a location for centralized handling of individual communications, including letters, faxes, live support software, social media, instant message and e-mail.
a)
a. Contact center
b)
b. Call Center
c)
c. Media Center
d)
d. Information Center
12.
12. It is contracted outside a company's country.
a)
a. Nearshore Outsourcing
b)
b. Offshore Outsourcing
c)
c. Inshore Outsourcing
d)
d. Legal Outsourcing
13.
13. This includes customer-related services such as contact center services.
a)
a. Nearshoring
b)
b. Offshoring
c)
c. Back Office
d)
d. Front Office
14.
14. In a business, this should be thorough and detailed, as it will help you achieve what you need financially.
a)
a. Production plan
b)
b. Operations plan
c)
c. Financial plan
d)
d. Business Plan
15.
15. It is when a call is transferred without informing the next agent about the transfer and without any information about who’s calling and why.
a)
a. Warm Transfer
b)
b. Hot Transfer
c)
c. Sup Transfer
d)
d. Cold Transfer
16.
16. Which of the following is extremely prohibited in a contact center?
a)
a. Transferring of calls
b)
b. Sup call
c)
c. Aux Jumping
d)
d. Placing the call on hold
17.
17. Which of the following ensures the right number of agents with the right skill sets and are staffed at the right time?
a)
a. Production Team
b)
b. Quality Assurance Team
c)
c. Operations Team
d)
d. Workforce Management Team
18.
18. You are working in a call center and your shift is about to start at 9:00 pm. It is already 8:59 pm, what do you need to do?
a)
a. Go to the washroom.
b)
b. Talk to your team leader.
c)
c. Go on auto-in.
d)
d. Press log-out on Avaya.
19.
19. The following are the materials or equipment needed in a call center except one. Which is the exception?
a)
a. Computer
b)
b. Printer
c)
c. Avaya
d)
d. Headset
20.
20. The customer’s concern is out of your scope, and you need to warm transfer the call to the other department. What do you need to do?
a)
a. Just dial the number and immediately transfer the call.
b)
b. Advise the customer that the call will be transferred then immediately connect it to the other department.
c)
c. Before completely transferring the call, inform the other agent about the call so she can better prepare for it.
d)
d. Transfer the call to your supervisor and your supervisor will transfer it to the right department for you.
21.
21. Which of the following things is prohibited in the production floor of a contact center?
a)
a. Pen and paper
b)
b. Headset
c)
c. Spill-proof water container
d)
d. Identification Card
22.
22. Which of the following things is prohibited in the production floor of a contact center?
a)
a. Set up a system to document complaints and comments.
b)
b. Consult your employees and operational data.
c)
c. Develop a vision statement.
d)
d. Talk to your vendors and service providers.
23.
23. The following are the steps to evaluate your current service. Which one is the exception?
a)
a. Set a baseline to see how responsive your current customer service program is.
b)
b. Ask yourself how well your products and sales materials are oriented toward customers.
c)
c. Set customer service goals.
d)
d. Think about how actively you seek to improve your product.
24.
24. The following are the things that you need to check before setting up a call center. Which one is the exception?
a)
a. Office of finance and taxation.
b)
b. Business rules and regulations
c)
c. Town’s zoning restriction
d)
d. Politics in the city
25.
25. It is the departure of employees from the organization for any reason (voluntary or involuntary), including resignation, termination, death or retirement.
a)
a. Recruitment
b)
b. Application
c)
c. Promotion
d)
d. Attrition
Reset
