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WorksheetsICSS Mock 1
Total questions: 15
Worksheet time: 9mins
Tuckman's model has 4 stages of team formation. Which one of the following has the right sequence of the stages?
Storming, Norming, Performing, Forming
Forming, Norming, Performing, Storming
Forming, Storming, Norming, Performing.
Storming, Performing, Norming, Forming
IVR stands for
Interactive Video Recording
Interactive Voice Response
Intermittent Voice Reading
Interactive Voice Recording
Customer Service support personnel helps an organization to:
Increase staff turnover rate
Increase customer loyalty
Increase customer talk time over the phone
Increase the amount of money spent on marketing
Two of the duties of the customer service representative are
Identifying customer needs
Conversion of the potential leads to customers
Removing records from all customer conversations into Customer Relationship Management system.
Updating records from all customer conversations into Customer Relationship Management system.
displays performance information in a customer service support centres
(a)
Which one of the following equipment records the audio information of the call centre?
Private Automatic Board Exchange
Interactive Voice Response
Automatic Call Recording Equipment
Headset
Which one of the following is a type of negative behaviour at workplace?
Helping co-workers
Sharing information
Minimalism
Respecting colleague
The coaching method that removes the biasness of agent’s performance as the agents are not aware of the supervisor's presence is
Walk the floor
Side By Side monitoring
Review Call Record
Silent monitoring
The process of training new customers on the usage of the product is known as Customer
(a)
The implementation of game mechanics in the customer service support centre as a way to motivate employee engagement is
Customization.
Generalization.
Gamification.
Unification
Performance management is the ongoing process of communication between a supervisor and an employee. How many stages does it include?
4
5
6
8
Which one of the following are the last TWO stages of the performance management proceses?
Rating and Rewarding
Planning and Monitoring
Planning and Rating
Developing and Rewarding
Mr Tan bought a new computer, from an online store. While setting up the computer, he discovered that the certain Excel short cut keys were different from his old computer. He was advised to find the solution in the company's website where the company stored all the support articles. This is an example of
Data Analytics.
Machine Learning.
Artificial Intelligence
Knowledge Base.
Fulfillment is process that contains a few stages.
Which one of the following is not a stage of Fulfilment?
Inventory management.
Packing.
Warehouse management.
Risk management.
Which one of the following reports is created by the Omni-Channel Cinnox?
Call report.
Downtime report.
Staff movement report.
Turnover report.
