CS Part 1

Select all that applies:

What are the 4Ys of itel?

• Family

• Reliability

• Integrity

• Quality

• Personality

Which term best fits the following definition:

A third –party entity that represents another business or company, in which large numbers of phone calls are handled.

• Customer Service

• Contact Center

• Team Meeting

• New Hire Training

The primary function of a contact center is providing personalized experiences to the customers by executing inbound as well as outbound communication with customers and prospective clients.

• True

• False

One person CANNOT have a significant impact on both the speed of answer and the quality of service received by a customer.

• True

• False

Select all that applies:

What are some characteristics of an effective Team?

• • Talented Members​

• ​

  • Constructive Interpersonal Systems

• Constructive External Relationships

• Same Personalities

Select all that applies

Some KPIs used within a contact center are:

• Average Handle Time

• Occupancy Rate

• Service Levels

• Interactive Voice Response

A Customer is a party or person that receives or consumes products (goods or services) and has the ability to choose between different products and suppliers.​

• True

• False

Miss Toni Ann who is the front office clerk is considered as an external customer to itel.

• True

• False

Which term best describes the following definition?

Providing a quality product or ​

service that satisfies the needs/wants of a customer and keeps them coming back. Customers can be internal or external; but both should be offered the same quality service. ​

• Excellent Customer Service

• Customer Service

• First Call Resolution

• Customer Satisfaction

Select all that applies:

What are some characteristics of Excellent Customer Service?

• Being Empathetic

• Taking Responsibility

• Listening to the customer

• Being sympathetic