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Call Center Management Test 3
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Call Center Management Test 3
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25 Questions

1. Which concept does "listening is not waiting for your turn to talk" explain?

2. Where are criteria for determining impact - urgency - and priority defined?

3. Which factor most influences customer perception when people are communicating over the telephone?

4. What is the importance of a customer service value chain?

5. Service desk analysts use verbal skills to communicate with customers; they do not use nonverbal skills.

6. Itil considers the ____________ responsible for handling service requests and communications with customers.

7. When trying to be enthusiastic with customers over the phone - approach the phone call as if it were an interaction with a customer standing in front of you.

8. Service desk analysts must remember that emotional filters can influence their ability to listen effectively.

9. Most companies have policies for using _____________ mode - a feature that prevents the acd from routing a new inbound call to an analyst's extension before he or she is ready.

10. When interacting with know-it-alls - suggest alternatives and make sure they know their opinions are not correct.

11. A good practice is a proven way of completing a task to produce a near optimum result and is proven over time through experience and research to work for a large number and variety of people and organizations.

12. When speaking to customers - you should always use your normal rate of speech.

13. Front-line service provider positions include dispatcher - level one analyst - and level one specialist.

14. In itil - which of the following is an example of an incident?

15. Two things that most frustrate customers are being placed on hold for an extended period of time and being transferred repeatedly.

16. A call center is a place where telephone calls are made or received in high volume.

17. Which is true about voice over internet protocol?

18. Which is a common mistake in customer service?

19. Which acd feature requires analysts to create and maintain an inventory that indicates which products - systems - and services they can support?

20. Aggressive people never volunteer opinions or comments.

21. Which is true about a vru?

22. A caring attitude refers to the service desk's ability to be available when customers need help and make it easy for customers to obtain help.

23. If you are unsure whether a customer understands what you have said - how should you proceed?

24. Studies indicate that we usually listen using about 25% of our listening capacity.

25. Instead of relating information over the phone - a service desk analyst may ask a customer to fax info - such as a form or report that has error message - so that the analyst can more accurately handle the incident.

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