CCP 104 - Contact Centre Environment - Week 1

Quiz
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Other
•
University
•
Hard

Sherry Stanton
Used 1+ times
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11 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 5 pts
When defining customer service, the focus is:
make the customer feel special
treat the customer with respect
to meet the customer needs
all of the above
2.
MULTIPLE CHOICE QUESTION
20 sec • 5 pts
For success in providing superior service to customers, your roles and expectations must be defined and communicated clearly in terms of characteristics referred to as RUMBA. RUMBA is an acronym for:
Reliable, Unselfish, Measurable, Believable, and Assertive
Realistic, Understandable, Manageable, Bubbly, and Available
Realistic, Understandable, Measurable, Believable, and Attainable
Reachable, Useful, Measurable, Balanced, and Agreeable
3.
FILL IN THE BLANK QUESTION
20 sec • 5 pts
It is the role of the contact centre to______________ for the customer.
(win/advocate/argue)
4.
FILL IN THE BLANK QUESTION
20 sec • 5 pts
Working for myself in my own business does not require me to have competent customer service skills and capabilities.
(true/false)
5.
MULTIPLE SELECT QUESTION
45 sec • 5 pts
Which of the following qualifications and competencies are contact centre employees required to possess? Select all that apply.
Knowledge of Product / Service & Initiative and Creativity
Interpersonal Communication Skills, Time Management Skills & Loyalty and Trust (for Organization, and Customers)
Positive Attitude, and Welcoming Demeaner & Problem-Solving/Conflict Resolution Expertise
Loyalty to Company Only
Loyalty to Customer Care Only
6.
MULTIPLE SELECT QUESTION
45 sec • 5 pts
What are some of the various types of contact centres? Select all that apply.
Enterprise
Virtual
Government
LAN
Corporate
7.
MULTIPLE SELECT QUESTION
45 sec • 5 pts
Which of the various types of contact centres? Select all that apply.
Sales, Service, and Support
Social Media
Outsourced
Specialized
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