Winning Telephone Skills, Chapter 3

True

A speakerphone allows several people to participate in a call at the same time without the telephone receiver being held.

False

A workaround is considered the final resolution to an incident; once it is implemented, and the customer is happy, the call should be closed.

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

If a manager is going to evaluate an analyst's handling of a call, the analyst should be provided with a checklist of what constitutes a successful call, prior to being evaluated.

A

What kind of transfer is synonymous with a conference call? a. hot transfer b. quick transfer c. cold transfer d. warm transfer

D

ITIL defines ___ as the effect an incident is having on the business. a. priority b. severity c. urgency d. impact

True

If a customer leaves a voice mail message for the service desk, an analyst should return the call, even if only to let the customer know that the call was received and logged, and that it is being handled

True

If all analysts are busy, most phone systems place the customer in a queue and play a message indicating that all analysts are busy.

A

Where are criteria for determining impact, urgency, and priority defined? a. Service Level Agreements b. customer handbook c. mission statement d. company goals

A

Which ACD feature requires analysts to create and maintain an inventory that indicates which products, systems, and services they can support? a. skill-based routing b. screen pop c. voice response routing d. computer telephony integration

D

Which is an example of using CTI? a. Giving a 911 operator the address of the emergency b. Displaying a previous order to the sales representative c. Facilitating fax server transmissions d. All of the above

D

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.

B

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 d Both A and B

C

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. quick transfer c. cold transfer d. warm transfer

False

Voice over Internet Protocol is an automated form of taking messages from callers.

D

What does the acronym ACD stand for? a. Available Call Diagnostic b. Attendant Call Distributir c. Answering Call Identification d. Automatic Call Distributor

A

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

B

What is the service provided by a long distance 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

B

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

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

A

When dealing with unsupported products, some companies establish a (n) _____ policy, with an established time limit for assisting customers. a. best effort b. quick fix c. workaround d. ad hoc

False

When helping a customer over the phone, you should always let the customer ask the first question, so he knows you are willing to listen.

False

An estimated fix time is the time within which the support organization is expected to resolve an incident

False

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

False

Email and Internet-based support services are expected to increase considerably in the coming years; therefore, the telephone's role will be much reduced, if used at all.

True

Instead of relating information over the phone, a service desk analyst may ask a customer to fax information, such as a form or a report that has an error message, so that the analysts can more accurately handle the incident.

B

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. ready b. wrap-up c. idle d. waiting

True

Off-the-shelf products are personal computer software products that are developed and distributed commercially.

True

Service desks that respond to calls in a consistent manner are perceived as more professional than those that do not.

False

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

True

The use of a script, or standard set of text and behaviors, is a common service desk practice that is particularly useful when providing technical support.

True

To increase customer satisfaction with VRUs, there should be no more than four menu options, callers should have the option to repeat the menu options, go back to the previous menu, cancel input, and callers should be able to speak to an analyst.

True

Two things that most frustrate customers are being placed on hold for an extended period of time and being transferred repeatedly.

D

Which is appropriate when a customer asks to speak to an analyst who is unavailable? a. Ask for the customer's name and then politely explain that the analyst is unavailable. b. inform the customer that the analyst is meeting with his supervisor about a project he is working on. c. Tell the customer that the analyst hasn't shown up today. d. Inform the customer that the analyst is unavailable and ask if you may help the customer

C

Which is true of ACD systems? a. They integrate with databases. b. They can automate routine tasks, such as changing a password c. They determine what calls an analyst receives d. All of the above

A

___ defines the relative importance of an incident and determines in which order incidents are handled. a. Priority b. Severity c. Urgency d. Impact

B

When using an ACD, which state indicates that the analyst is ready to take calls? a. ready b. available c. idle d. wrap-up

True

If an analyst cannot tell a customer when he should expect a resolution, the analyst should give the customer a time frame within which he can expect an update on the call's status.

D

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

D

Which kind of transfer might be appropriate if there is a backlog of incoming calls in the queue? a. hot transfer b. quick transfer c. cold transfer d. warm transfer