Knowledge Check - Day 2

What does KPI stand for?

• Key Phone Instructions

• Keep People Informed

• Key Process Instruction

• Key Performance Indicators

This is the tool that routes incoming calls to the most appropriate agent or department based on predefined rules.

• ACD

• IVR

• KPI

• AHT

An individual or business who is the end-user of the offering purchased.

• Customer

• Consumer

• Commercial

• Commerce

An individual or a business that purchases an offering via a financial transaction or an exchange of something of value.

• Customer

• Consumer

• Commercial

• Commerce

A customer personality that are loyal to brands that consistently meet their expectations.

• Directors

• Analysts

• Relators

• Socializers

A customer personality that can be very persuasive especially when haggling or making deals.

• Directors

• Analysts

• Relators

• Socializers

When managing holds, this is the part where you set the expectation and provide an explanation why you are placing the customer on hold.

• Ask Permission

• Timeframe and Reason

• Wait for a response

• Thank them upon returning

The type of call transfer where you transfer the customer directly to the queue/department without speaking to an agent.

• Hot

• Warm

• Cool

• Cold

A customer personality who are aware of what they want and when they want it.

• Directors

• Analysts

• Relators

• Socializers

A customer personality who do thorough research before making a decision.

• Directors

• Analysts

• Relators

• Socializers