Call center managemnt test 1 practice

One tip to avoid mental side trips preventing your ability to listen is to keep paper and pen nearby to write down items you don't want to forget. True False

True

When dealing with customers over the phone, consistency is particularly important because it builds trust between the analyst and customer, and it teaches customers what they can expect when they call. True False

True

Which is true about Voice over Internet Protocol (VoIP)? A. Because of the large expense of VoIP, newer call centers and service desks are often reluctant to be VoIP only. B. A challenge to using VoIP is that typically the existing data network cannot be used to route calls, so there are fees to upgrade. C. Since VoIP systems don't enable many of the computer telephony integration features, service organizations typically upgrade or replace their existing telephone systems when those become obsolete. D. VoIP makes it easy for companies to link local service desks and analysts working at home.

VoIP makes it easy for companies to link local service desks and analysts working at home.

The term referring to the wide range of services that enable people and companies to continuously use the information technology they acquired or developed is known as ____. A. customer support B. technical support C. user support D. support services

technical support

Most companies have policies for using mode, a feature that prevents the ACD from routing a new inbound call to an analyst's extension before he or she is ready. A. wrap-up B. ready C. waiting D. idle

wrap-up

Telephone skills, unlike other service desk skills, do not need much honing. Once you have mastered them, you will be able to deliver excellent customer service. True False

False

Believing that you can listen to a customer and still pay attention to what is going on around you is an example of? A. a mental side trip B. "third ear" syndrome C. Jumping ahead

"third ear" syndrome

Studies indicate that we ignore, forget, distort, or misunderstand ____ percent of what we hear. A. 10 B. 25 C. 50 D. 75

75

Which group of people are most likely to avoid engaging in social conversation and want to get to the point immediately? A. Aggressive people B. Chatterers C. Complainers D. Know-it-alls

Aggressive people

As long as all analysts have pleasant greetings and appear willing to help the customer, it is not necessary to have them follow a standard script when answering the phone. True False

False

At the end of the call, if the customer has an additional request, the analyst should ask the customer to hang up and call back, so that the call may be properly tracked through the phone system. True False

False

Good listeners respond to what is being said and how it is being said. True False

True

What is the service provided by a local phone company that identifies the telephone number of the person calling? A. caller identification B. automatic number identification C. computer telephony integration D. skills-based routing

caller identification

What is social listening? A. A method of passive listening that enables service desks to communicate with customers through another channel. B . Using Facebook, Twitter, and other social media sites to resolve incidents and handle service requests. C. Identifying and evaluating what is being said about a company, individual, or product on the Internet

Identifying and evaluating what is being said about a company, individual, or product on the Internet

_______defines the relative importance of an incident and determines in which order incidents are handled. A. Priority B. Severity C. Urgency D. Impact

Priority

What kind of transfer is synonymous with a conference call? A. hot transfer B. warm transfer C. cold transfer

hot transfer

ITIL defines as the effect an incident is having on the business. A. severity B. priority C. urgency D. impact

impact

What kind of survey involves asking customers for feedback about all contacts with the service desk during a certain period of time? A. overall satisfaction survey B. event-driven survey C. incident survey D. call survey

overall satisfaction survey

If a customer is very angry, an analyst should _________. A. let him vent B. use a verbal nod of the head to indicate he is listening C. refrain from interrupting him D. All of the above

All of the above

If you are unsure whether a customer understands what you have just said, how should you proceed? A. Assume the customer did not understand what you said and repeat, verbatim, the information. B. Keep talking; the customer will interrupt if he has a question. C. Continue talking, but speak more slowly so the customer will be sure to understand. D. Ask the customer if he would like you to repeat what you have said.

Ask the customer if he would like you to repeat what you have said.

What does the acronym ACD stand for? A. Attendant Call Distributor B. Available Call Diagnostic C. Correct! Automatic Call Distributor D. Answering Call Identification

Automatic Call Distributor

Which is an example of active listening? Verifying that you understand the speaker Paying attention to what is being said and how it is being said Not asking the speaker questions Both A and B.

Both And B

One tip mentioned in the active listening portion of this chapter is analysts using ____ to diagnose incidents and methodically identify solutions. A. FAQs B. Technical web sites C. Microsoft's Technet D. Checklists

Checklists

Which kind of transfer might be appropriate if the analyst quickly realizes that the customer has dialed the wrong telephone number? A. hot transfer B. warm transfer C. quick transfer D. cold transfer

Cold transfer

Which is a common mistake in customer service? A. Delivering too much information B. Being too empathetic C. Getting too much information from the customer D. Being too polite

Delivering too much information.

Which is a common mistake in customer service? Delivering too much information. Being too empathetic. Getting too much information from the customer. Being too polite

Delivering too much information.

Which is an example of a close-ended question? A. When was the last time you were able to use this device? B. Is there another printer close by that you can use? C. What other applications have you used today? D. What other symptoms have you experienced?

Is there another printer close by that you can use?

Which is true about a VRU? A. It can provide the analyst with a history of the caller's previous incident. B. It allows the collection of a unique identifier and then verifies something about the customer. C. It enables screen pops.

It allows the collection of a unique identifier and then verifies something about the customer.

What is the importance of a customer service value chain? A. It illustrates that whether a service desk is supporting internal or external customers that analysts must focus on providing excellent customer service. B. It shows the flow of activities that should be followed by service desk analysts to provide value to all customers, whether they are internal or external. C. It demonstrates that all of the departments within a company are interdependent and must work together to deliver services to external customers

It demonstrates that all of the departments within a company are interdependent and must work together to deliver services to external customers

What is the most common way to build rapport with a customer? A. Answer the phone promptly B. Use a standard, polite greeting when answering the phone C. Ask the customer how you may help them D. Listen for the customer's name and use it respectfully during the remainder of your conversation

Listen for the customer's name and use it respectfully during the remainder of your conversation

_____ promote(s) the consistent handling of contacts and provides employees and supervisors specific guidelines that they can use when measuring performance. A. Monitoring B. Service Level Agreements C. Evaluation

Monitoring

When interacting with which type of users should you ask open-ended questions? A. Chatters B. Passive C. Know-it-alls

Passive

defines the relative importance of an incident and determines in which order incidents are handled. A. Priority B. Impact C. Severity D. Urgency

Priority

Which is an example of passive listening? A. Waiting for the speaker to finish before you answer. B. Responding to the speaker. C. Simply taking in information and showing little regard for the speaker. D. Asking the speaker questions.

Simply taking in information and showing little regard for the speaker.

Which is appropriate when putting a customer on hold? A. Tell the customer approximately how long to expect to be on hold. B. When you return, say to the customer, "I'm sorry to keep you holding." C. Simply put them on hold; you do not need to ask the customer for their agreement. D. When the customer agrees to be put on hold, put your hand over your microphone so the customer cannot hear you talking.

Tell the customer approximately how long to expect to be on hold.

Which factor most influences customer perception when people are communicating over the telephone? A. Tone of Voice B. Verbal Communication C. Nonverbal Communication D. Prompt Answering of the Phone

Tone of Voice

Which factor most influences customer perception when people are communicating over the telephone? A. Tone of voice B. Verbal communication C. Nonverbal communication D. Prompt answering of the phone

Tone of voice

If you accept information at face value, you are practicing passive listening. True False

True

When is it appropriate to interrupt a customer? A. When he/she is upset. B. When he/she is being abusive. C. When he/she is describing what caused the incident. D. It is never appropriate to interrupt a customer.

When he/she is being abusive.

According to this unit, you and your customers are bilingual; you both speak ____. A. business and technology B. And write to do business C. To be understood and to teach D. To ask questions and to answer questions

business and technology