February batch 1

February batch 1

Professional Development

10 Qs

quiz-placeholder

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February batch 1

February batch 1

Assessment

Quiz

English

Professional Development

Medium

Created by

Haleema Baksh

Used 2+ times

FREE Resource

10 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

the satisfaction score is collected between which of the channels?

كيف يتم جمع درجة الرضا بين القنوات؟

calls and live chat

live, calls, and service desk

live chat

service desk and live chat

2.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

How is the annual Performance rating determined if the average call and chat evaluation is 95 at the end of the year?

 كيف يتم تحديد تقييم الأداء السنوي إذا كان متوسط ​​تقييم المكالمات والدردشة 95 في نهاية العام؟

execptional

meets expectations

needs imporvement

unsatisfactory

3.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

Name the annual indicators contributing to your annual performance.

اذكر المؤشرات السنوية

?التي تسهم في تقييم أدائك السنوي

customer satisfaction,
complaints and suggestions,
quality,
scheduled adherence,
product knowledge,
winning behavior

quality,
scheduled adherence,
product knowledge,
winning behavior

customer satisfaction,
complaints and suggestions,
quality,
scheduled adherence,

customer satisfaction,
complaints and suggestions,
quality,
scheduled adherence,
product knowledge,

4.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

What is the weightage distribution for customer satisfaction among the channels? ما هو توزيع الوزن لرضا العملاء بين القنوات؟

30%- live chat
30%- service desk

40%- call
30%- live chat
30%- service desk

40%- call
30%- service desk

40%- call
30%- live chat
20%- service desk

10%- complaints and suggestons

5.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

What percentage of total monthly calls is evaluated each month as part of adherence?

ما هو نسبة المكالمات الشهرية الإجمالية التي تُقَيَّم كل شهر كجزء من الالتزام؟

15%

50%

30%

10%

6.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

Define "winning behavior goals."  حدد "أهداف السلوك الفائزة".

Going the extra mile to volunteer for tasks and projects for the benefit of the unit/department initiated by agents, not assigned by supervisors

ترجمة: "التفوق والابتعاد إلى ما هو إضافي من أجل التطوع للقيام بالمهام والمشاريع لصالح الوحدة / الإدارة، بمبادرة من الوكلاء وليس بتكليف من المشرفين."

Avoiding additional efforts and refusing to volunteer for tasks and projects that benefit the unit/department, initiated by agents, not assigned by supervisors.

تجنب الجهود الإضافية ورفض التطوع لأداء المهام والمشاريع التي تعود بالفائدة على الوحدة/الإدارة، بدعوى أن يتم بدايتها من قبل العملاء، وليس من قبل المشرفين.

7.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

How many days does it take to resolve a complaint or suggestion?  

كم يستغرق حل شكوى أو اقتراح؟

1 day

3 day

2 day

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