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

2. What is paraphrasing?

3. Which is a common mistake in customer service?

4. Results that customers consider reasonable or due to them are called __________________.

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

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

7. At the end of the call - if the customer has an additional request - the analyst should ask the customer to hang up and call back - so that the call may be properly tracked through the phone system.

8. 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.

9. Which is an example of passive listening?

10. As long as all analysts have pleasant greetings and appear willing to help the customer - it is not necessary to have them follow a standard script when answering the phone.

11. Which is an effective method of dealing with chatterers?

12. Which is true about voice over internet protocol?

13. Which is true about a vru?

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

15. A process engineer develops and oversees the knowledge management process.

16. What kind of survey involves asking customers for feedback about all contacts with the service desk during a certain period of time?

17. Which are used by many websites to identify users and track their preferences?

18. 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.

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

20. 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.

21. Due to increasingly better tech - the need for tech support has decreased.

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

23. 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.

24. According to help desk institute's 2013 support center practices and salary report - more than what percentage of companies use voice mail to take after-hour calls?

25. 24-7 support means that service desk analysts must be onsite at all times.

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