COE 1308

GLOBAL KPI's for Customer Service:

- Grade of Service (GOS)

- Abandoned Call Rate (ACR)

- Upselling

• TRUE

• FALSE

Answer explanation

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

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

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

• To assist overflow calls whenever needed

• To assist overflow calls and to manage AHT accordingly

Sales Lead Campaign for 2022 : The Unusual Suspect

• True

• False

Answer explanation

Monthly upselling target and Sales Lead Target will be shared via..

• Email communication

• CS Database : COE CORNER under Global & Regional KPIs

• CS Daily Performance Report

• BT

Answer explanation

Do you aware on monthly upselling target and Sales Lead Target? How do you find the monthly target?

1. CS Database : COE CORNER under Global & Regional KPIs

2. CS Daily Performance Report

3. Email communication

What is the contingency plan if the wallboard is down?

• ESS wallboard need to be switched on

• Supervisors will monitor via Real Time Performance

• Web-wallboard and escalate to IT

• Supervisor in charge for FM will update via Skype/Teams

SMART incentive is Based on performance set by management. Requirements set are within managers control.

• True

• False

Employee of the Month (EOM) is one of our Reward and Recognition.

• True

• False

Grade of Service (GOS)

Target: 90% calls answered within 10 secs

Formula: (Number of calls answered within 10 sec / Total number of answered calls) X 100%

• True

• False

Answer explanation

Grade of Service (GOS)

Target:

90% calls answered within 10 secs

Formula:

(Number of calls answered within 10 sec / Total number of INCOMING calls) X 100%

How will you know there is team meeting?

• Microsoft Teams

• Plotted in WFO

• Calendar invitation via email

• Skype

Answer explanation

How will you know there is team meeting?

1. Plotted in WFO

2. Calendar invitation via email

3. Microsoft Teams