Perhitungan Abandon Rate yang benar adalah
PRE TEST ICCA 2019

Quiz
•
Special Education
•
1st - 10th Grade
•
Medium
Used 56+ times
FREE Resource
10 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
A. Jumlah Incoming Call dibagi Jumlah Abandon Call dikalikan 100%
B. Jumlah Abandon Call dibagi Jumlah Answered Call dikalikan 100%
C. Jumlah Answered Call dibagi Jumlah Abandon Call dikalikan 100%
D. Jumlah Abandon Call dibagi Jumlah Incoming Call dikalikan 100%
2.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Kepanjangan dari SLA dalam dunia contact center adalah
A. Service Level Agree
B. Service Level Agreement
C. Score Level Average
D. Score Level Agree
3.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Untuk melakukan kontrol biaya operasional call center ada beberapa hal prioritas yang dapat dilakukan, KECUALI…
A. Menekan Jumlah Penelpon
B. Melakukan Variasi Jalur Distribusi Layanan
C. Menekan Biaya Tenaga Kerja
D. Mempersingkat Waktu Pelayanan
4.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Untuk menggali kebutuhan customer, keterampilan apakah yang dibutuhkan seorang Agent Contact Center?
A. Keterampilan Bertanya
B. Keterampilan Menyimak
C. Keterampilan Berbicara
D. Keterampilan Presentasi
5.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Beberapa teknologi yang mendukung aktivitas manajemen contact center dalam melakukan pengawasan operasional diantaranya, KECUALI…
A. Interactive Voice Response (IVR)
B. Automatic Call Distibution (ACD)
C. Workforce Management
D. Computer Telephony Integration (CTI)
6.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Waktu antara menerima satu panggilan dengan panggilan berikutnya disebut dengan…
A. Auxiliary Time
B. Automatic Call Distribution Time
C. After Call Work Time
D. Agent Ring Time
7.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Salah satu contoh kemampuan hard skill agent adalah
A. Keterampilan Komputer
B. Keterampilan Presentasi
C. Keterampilan Menyimak
D. Keterampilan Pelayanan
Create a free account and access millions of resources
Similar Resources on Quizizz
15 questions
CEP SUYUD,S.Pd

Quiz
•
6th Grade - University
15 questions
Prefix and ending -a; suffix -able

Quiz
•
9th - 12th Grade
10 questions
LATIHAN EYE LEVEL MATH MYSTERY

Quiz
•
1st - 6th Grade
10 questions
PTS PJOK KELAS 9

Quiz
•
3rd Grade
15 questions
Karakter Puisi oleh Bu Yusnimar

Quiz
•
8th Grade
12 questions
Nilai nombor

Quiz
•
3rd Grade
15 questions
PTS Matematika Kelas 1 SDLB Autis

Quiz
•
1st Grade
15 questions
Holes Vocabulary

Quiz
•
9th - 12th Grade
Popular Resources on Quizizz
15 questions
Multiplication Facts

Quiz
•
4th Grade
20 questions
Math Review - Grade 6

Quiz
•
6th Grade
20 questions
math review

Quiz
•
4th Grade
5 questions
capitalization in sentences

Quiz
•
5th - 8th Grade
10 questions
Juneteenth History and Significance

Interactive video
•
5th - 8th Grade
15 questions
Adding and Subtracting Fractions

Quiz
•
5th Grade
10 questions
R2H Day One Internship Expectation Review Guidelines

Quiz
•
Professional Development
12 questions
Dividing Fractions

Quiz
•
6th Grade
Discover more resources for Special Education
15 questions
Multiplication Facts

Quiz
•
4th Grade
20 questions
Math Review - Grade 6

Quiz
•
6th Grade
20 questions
math review

Quiz
•
4th Grade
5 questions
capitalization in sentences

Quiz
•
5th - 8th Grade
10 questions
Juneteenth History and Significance

Interactive video
•
5th - 8th Grade
15 questions
Adding and Subtracting Fractions

Quiz
•
5th Grade
12 questions
Dividing Fractions

Quiz
•
6th Grade
9 questions
1. Types of Energy

Quiz
•
6th Grade