Quiz Kick Off 2024

Quiz Kick Off 2024

Professional Development

10 Qs

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Quiz Kick Off 2024

Quiz Kick Off 2024

Assessment

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Professional Development

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Created by

Delly Robiarto

Used 2+ times

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10 questions

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1.

MULTIPLE CHOICE QUESTION

10 sec • 1 pt

Apakah yang dimaksud Service Level?

Kecepatan mengangkat telepon dalam waktu 10 detik 

Kecepatan mengangkat telepon dalam waktu 20 detik

Kecepatan mengangkat telepon dalam waktu 30 detik

2.

MULTIPLE CHOICE QUESTION

10 sec • 1 pt

Apakah yang dimaksud Abandon calls?

Telepon terputus pada saat menunggu di jawab oleh CRO

Telepon terputus pada saat sedang interaksi dengan CRO

Telepon berhasil di angkat oleh CRO

3.

MULTIPLE CHOICE QUESTION

10 sec • 1 pt

Berapa target Service Level & Abandon tahun 2024?

83% & 3%

84% & 4%

85% & 5%

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Apakah yang dimaksud Response Time Email?

Kecepatan dalam menjawab email

Kecepatan dalam melakukan close tiket HEAT

Kecepatan dalam mengangkat telepon

5.

MULTIPLE CHOICE QUESTION

10 sec • 2 pts

Target KPI Response Time Email 2024

≥80% dalam waktu 3 jam

≥85% dalam waktu 3 jam

≥90% dalam waktu 3 jam

6.

MULTIPLE CHOICE QUESTION

10 sec • 1 pt

Apakah yang dimaksud CSAT?

Survey keramahan pelayanan CRO

Survey ketidakpuasan pelayanan CRO

Survey kepuasan pelayanan CRO

7.

MULTIPLE CHOICE QUESTION

10 sec • 1 pt

Pada CSAT terdapat penilaian, kecuali:

Sangat Puas 

Kecewa

Puas

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