ICSS Mock 1

Tuckman's model has 4 stages of team formation. Which one of the following has the right sequence of the stages?

• Storming, Norming, Performing, Forming

• Forming, Norming, Performing, Storming

• Forming, Storming, Norming, Performing.

• Storming, Performing, Norming, Forming

IVR stands for

• Interactive Video Recording

• Interactive Voice Response

• Intermittent Voice Reading

• Interactive Voice Recording

Customer Service support personnel helps an organization to:

• Increase staff turnover rate

• Increase customer loyalty

• Increase customer talk time over the phone

• Increase the amount of money spent on marketing

Two of the duties of the customer service representative are

• Identifying customer needs

• Conversion of the potential leads to customers

• Removing records from all customer conversations into Customer Relationship Management system.

• Updating records from all customer conversations into Customer Relationship Management system.

displays performance information in a customer service support centres

Which one of the following equipment records the audio information of the call centre?

• Private Automatic Board Exchange

• Interactive Voice Response

• Automatic Call Recording Equipment

• Headset

Which one of the following is a type of negative behaviour at workplace?

• Helping co-workers

• Sharing information

• Minimalism

• Respecting colleague

The coaching method that removes the biasness of agent’s performance as the agents are not aware of the supervisor's presence is

• Walk the floor

• Side By Side monitoring

• Review Call Record

• Silent monitoring

The process of training new customers on the usage of the product is known as Customer

The implementation of game mechanics in the customer service support centre as a way to motivate employee engagement is

• Customization.

• Generalization.

• Gamification.

• Unification