3rd Quarter Exam ICT- Contact Center Services 10 PDF

**REPUBLIC OF THE PHILIPPINES** Department of Education Region VI -- Western Visayas City Schools Division of Victorias **VICTORIAS NATIONAL HIGH SCHOOL** Victorias City, Negros Occidental ***School ID:302695*** **Technology and Livelihood Education Department** **ICT- C...

**REPUBLIC OF THE PHILIPPINES** Department of Education Region VI -- Western Visayas City Schools Division of Victorias **VICTORIAS NATIONAL HIGH SCHOOL** Victorias City, Negros Occidental ***School ID:302695*** **Technology and Livelihood Education Department** **ICT- CONTACT CENTER SERVICES 10** I. Directions: Identify the type of difficult customer described in the statements given. Choose the letter of the correct answer. A. Talkative Caller B. Angry Caller C. Negative Caller D. Confused Caller E. Threatening Caller \_\_\_\_\_1. Ashley is friendly, but she tends to share too much unnecessary information. \_\_\_\_\_2. Bryan is so frustrated because he tried everything to fix a broken keyboard he received yesterday. \_\_\_\_\_3. Agatha usually calls technical support for even the smallest issues with her computer. \_\_\_\_\_4. Samantha is not really angry, but she is very disappointed about the technician who did nothing to fix her TV. \_\_\_\_\_5. Bill is trying to figure out how to use the new headset he bought. \_\_\_\_\_6. In handling this type of caller, you must keep the conversation focused, remain talking politely, and stay friendly. \_\_\_\_\_7. Already very angry prior to calling, Norman began yelling at the agent. \_\_\_\_\_8. Vicky threatens to leave JYZ company for another one. \_\_\_\_\_9. Dan begins saying passive-aggressive remarks. \_\_\_\_\_10. Mandy asks for a supervisor and threatens the agent she is talking to. 11. It refers to the management of one or more specific business processes or functions by a third party. A. Business Process Outsourcing B. Customer Relationship Management C. Information Technology Enabled Services D. Knowledge Process Outsourcing 12. Software development, data entry, programming, and web development services are examples of services under \_\_\_\_\_\_\_\_\_. a. Business Process Outsourcing b. Customer Relationship Management c. Information Technology Enabled Services d. Knowledge Process Outsourcing 13. It includes customer-related services such as marketing or technical support. e. Back office Outsourcing C. Offshore Outsourcing f. Front office Outsourcing D. Nearshore Outsourcing 14. It includes internal business functions such as billing, purchasing, payroll of employees, and other similar tasks. g. Back office Outsourcing C. Offshore Outsourcing h. Front office Outsourcing D. Nearshore Outsourcing 15. When a Singapore-based company subcontracts a Philippine- based company to do software programming, it is called \_\_\_\_\_\_\_\_\_. i. Onshore Outsourcing C. Offshore Outsourcing j. Front office Outsourcing D. Nearshore Outsourcing 16. HSBC, a US-based finance company, hired an Indian-based BPO to manage its online credit card inquiry and funds transfer. The type of outsourcing shown here is \_\_\_\_\_\_\_\_\_\_\_\_. k. Back office Outsourcing C. Offshore Outsourcing l. Onshore Outsourcing D. Nearshore Outsourcing 17. It is system is being carried out online with the data being held at a third party's premises and accessed via the web. This type of BPO is a means to save physical office space so one may retrieve information quickly and easily. m. Accounting C. Procurement n. Document Management D. Software Development 18. It involves managing requests for information or proposals and recommending the best potential suppliers, selecting suppliers, and issuing/managing legal contracts. o. Accounting C. Procurement p. Document Management D. Software Development 19. It is a subset of BPO which is a centralized office that facilitates large amounts of inbound and outbound telephone calls q. Accounting C. Document Management r. Call Center D. Software Development 20. It is a set of measurements to quantify performance and results in the call center world s. matrix C. rubrics t. metrics D. rating 21. In a call center, this measures how effective your agents are in utilizing their time and how efficient they are in balancing the various aspects of their jobs. u. Time Metrics C. Quantity Metrics v. Productivity Metrics D. Quality Metrics 22. Customer Service, Satisfaction Score, Escalation Rate and Resolution time are all under \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_. w. Time Metrics C. Quantity Metrics x. Productivity Metrics D. Quality Metrics 23. The customer became angry, and speaking to someone of higher authority will be a prerequisite to calming him down. This example falls under \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_. y. Average Call Duration C. Escalation Rate z. Call Quality D. Resolution Time 24. This criteria includes things like building rapport and using proactive, service-oriented language. a. Quality Criteria C. Subjective Criteria b. Standard Criteria D. Objective Criteria 25. An example of this include opening the call with the appropriate greeting and asking if there are any other issues which the customer needs assistance. c. Quality Criteria C. Subjective Criteria d. Standard Criteria D. Objective Criteria 26. It refers to how well agents accomplish their tasks, especially their primary function of customer contact. e. Time Metrics C. Quantity Metrics f. Productivity Metrics D. Quality Metrics 27. It refers to the ability to actively listen, question appropriately, provide feedback, and use the skills outlined to build customer relationships. g. Business acumen C. Interpersonal communication h. Cross selling D. Change management 28. The focus on this type of call is more on "procedural" knowledge, where there are specific steps required to complete a given operation using the provided computer systems. i. Handling queries C. Handling complaints j. Handling transactions D. Handling reports 29. These are heavy users of knowledge management systems for solving problems and issues regarding a product. k. Academic instruction C. Directory l. Booking D. Technical Support 30. A system that lets the agent see what has been done or promised by others, so that customers do not need to tell the whole history of the call. m. Contact Management System n. Automatic Call Distribution system o. VoIP system p. Desktop tools 31. Factors to consider when complaint arises are \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_. q. customer and complaint C. customer and product r. customer and service D. customer and contact center representative 32. Issues, concern of customers to be satisfied are listed below except \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_. s. reliability C. enjoy doing business t. leadership D. do business with trustworthy people 33. It is a way to make the customer feel that his call is important to you. A. Act and speak calmly. B. Listen attentively to what your customer is saying. C. Treat complainants as valued customer. D. Be understanding. A. Act and speak calmly. B. Listen attentively to what your customer is saying. C. Treat complainants as valued customer. D. Be understanding. A. Act and speak calmly. B. Listen attentively to what your customer is saying. C. Treat complainants as valued customer. D. Be understanding. 36. \"Okay, I really understand and agree with you that this is very stressful to you, but for me to help you I must work within our process." The statement implies \_\_\_\_\_. a. giving responsibility b. empowering staff c. using the person's name often, and with care d. controlling of situation 37. "I can understand why you feel the way you do Sir Robert" The statement implies \_\_\_\_\_. e. giving responsibility f. empowering staff g. using the person's name often, and with care h. controlling of situation 38. It is contact center representative's skill where customers want you to understand their issue with the hope you will be able to assist them. i. professionalism C. desire to solve problem j. communication D. great listener 39. It requires you to have the fundamental sincerity to help others. This skill is known as \_\_\_\_\_. A. professionalism B. communication C. desire to solve problem D. great listener 40. It means you need to be a patient and calming influence when interacting with customers at all times. A. professionalism B. communication C. desire to solve problem D. great listener 41-50 Arranging Steps \_\_\_\_\_A. Greet the customer. \_\_\_\_\_B. Close the call. \_\_\_\_\_C. Introduce yourself. \_\_\_\_\_D. Ask the reason for the call. \_\_\_\_\_E. Reassure the customer. \_\_\_\_\_F. Acknowledge the customer's concern. \_\_\_\_\_G. Ask for the customer\'s name and contact information. \_\_\_\_\_H. Repeat the information given. \_\_\_\_\_I. Extend help. \_\_\_\_\_J. Solve the concern by answering the customer's inquiry *You can make it happen, and we know you will. Best wishes with navigating these challenging and arduous exams. Now go and show them what you've got!*