LO1: Demonstrate an ability to answer or make calls

Quiz
•
Professional Development
•
3rd Grade
•
Medium
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
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