LO1: Demonstrate an ability to answer or make calls

LO1: Demonstrate an ability to answer or make calls

3rd Grade

7 Qs

quiz-placeholder

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LO1: Demonstrate an ability to answer or make calls

LO1: Demonstrate an ability to answer or make calls

Assessment

Quiz

Professional Development

3rd Grade

Medium

Created by

Reynan Alarcos

Used 1+ times

FREE Resource

7 questions

Show all answers

1.

FILL IN THE BLANK QUESTION

1 min • 5 pts

______ refer to the people who are current or potential buyers,

subscribers, account owners or patrons of the industry who enters into

transaction with you through information technology (IT) assisted devices like

computers, telephones and mobile phones.

2.

FILL IN THE BLANK QUESTION

1 min • 5 pts

_____ refer to companies you will represent.

3.

FILL IN THE BLANK QUESTION

1 min • 5 pts

_____ are job titles of personnel who assist customers in activities which are described in this module.

4.

FILL IN THE BLANK QUESTION

1 min • 5 pts

BPO stands for?

5.

FILL IN THE BLANK QUESTION

1 min • 5 pts

This intends to measure a customer's satisfaction with the received service.

6.

MULTIPLE CHOICE QUESTION

30 sec • 5 pts

This helps organizations track the average amount of time spent in resolving customer issues.

Average Handling Time

Hold Time

After Call Work

Resolution Time

7.

MULTIPLE CHOICE QUESTION

30 sec • 5 pts

This measures the efficiency and effectiveness of conversations between customer service representatives and customers.

Call Quality

AHT

CSAT

FCR