COE Quizzes 19/05/2022

Which of the below describe the Reserve Group (RG) function best?

• Total calls offered including abandonTo assist overflow calls whenever neededed calls

• To assist overflow calls from Monday to Friday (0830am-1730pm)

• To assist overflow calls once GOS <90% and call waiting >10sec

• To assist overflow calls and to manage AHT accordingly

When does the call overflow to BL or Reserve Group? 

• When there is high absenteeism on the floor, the day GOS is below 90%.

• When the interval GOS is 90%, the call is waiting less than 15 sec.

• When the day GOS is below 90%, the call is waiting more than 15 sec.

• When the interval GOS is below 90%, the call is waiting more than 10 sec.

Call overflow referred to the call waiting more than 10 sec and GOS of the day at below 90%.

• True

• False

What is the SMART stands for?

• Specific,Managable,Achieveable,Realistic,Timeline

• Special,Measurement, Achieveable, Reality,Time-Bound

• Specific,Management,Action,Real-time, Tangible

• Specific,Measureable,Achievable, Realistic, Time-Bound

What is the minimum number of mystery shopper calls that will be conducted for FL CSA on monthly basis.

•  11

• 6

• 10

• 8

The R&R programs include:

i: Compliment Shout Out

ii: Employee of the Month

iii: CX Asia Excellence Awards

• True

• False

For quality coaching, feedback is shared via a framework called AID

• YES

• NO

The Cut Off time for Red Alert is from 08:30 AM- 05:30 PM (Monday to Friday).

• True

• False

How many quality monitoring (QM) will be evaluated for the month if you are away for 3 weeks?

• 8

• 2

• 3

• 5

what types of coaching do we have?

• Ad Hoc coaching

• Quality Coaching & performance coaching

• Quality Coaching , Performance coaching & Ad Hoc coaching

• Performance File