SMFBPO1 QUIZ Week 3

SMFBPO1 QUIZ Week 3

University

15 Qs

quiz-placeholder

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SMFBPO1 QUIZ Week 3

SMFBPO1 QUIZ Week 3

Assessment

Quiz

Arts

University

Hard

Created by

APRIL QUIÑO‎

Used 1+ times

FREE Resource

15 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

1. What does AHT stand for in the context of BPO KPIs?

a) Average Handling Time

b) Average Hold Time

c) Average Help Time

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

2. Which KPI evaluates the quality of customer interactions by measuring customer satisfaction?
a) Customer Churn Rate
b) Net Promoter Score (NPS)
c) Abandonment Rate

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

3. What does FCR represent in BPO KPIs?
a) Fast Call Resolution
b) First Call Resolution
c) Final Call Report

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

4. What does CSAT stand for in BPO?
a) Customer Service and Tactics
b) Customer Satisfaction
c) Critical Service Analysis Time

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

5. Which KPI measures the number of calls or contacts a representative handles within a specific time frame?
a) Call Volume
b) Call Abandonment Rate
c) Occupancy Rate

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

6. Which KPI measures the percentage of customers who end their relationship with a company within a specified period?
a) Customer Retention Rate
b) Customer Churn Rate
c) Customer Lifetime Value (CLV)

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

7. What does VOC stand for in BPO?
a) Voice of Customer
b) Volume of Calls
c) Value of Contract

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