Car Service Call Center Call Queue Management Quiz
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Questions and Answers

What is one of the strategies supervisors can use to manage call queues effectively?

  • Automated voicemail responses
  • Real-Time Monitoring (correct)
  • Post-call surveys
  • Random call handling

How can supervisors forecast call volumes effectively?

  • Asking agents for their predictions
  • Guessing based on intuition
  • Ignoring call volume patterns
  • Using historical call data and call volume patterns (correct)

What is a key benefit of proper staffing in a call center?

  • Preventing excessive wait times (correct)
  • Creating longer wait times
  • Reducing agent efficiency
  • Increasing call abandonment rates

What does skills-based routing in a call center ensure?

<p>Calls are directed to agents based on their skill set (A)</p> Signup and view all the answers

Why is it important for supervisors to have visibility into call queues?

<p>To proactively take actions to manage the queue effectively (A)</p> Signup and view all the answers

Supervisors should only monitor call queues periodically, not in real-time.

<p>False (B)</p> Signup and view all the answers

Forecasting call volumes is not necessary for effective call queue management.

<p>False (B)</p> Signup and view all the answers

Proper staffing does not impact wait times in a call center.

<p>False (B)</p> Signup and view all the answers

Using historical call data is not helpful for supervisors to forecast call volumes.

<p>False (B)</p> Signup and view all the answers

Skills-based routing does not play a role in efficient call handling.

<p>False (B)</p> Signup and view all the answers

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