Are
Full form of NPS
Net Promoter Score
What does member ID start with?
The letter 'H'
What is SSA?
Social Security Administration
Full form of AER
Acknowledge, Empathize, Reassure
What is VOC?
Voice of Customer
Full form of FACES call approach.
Friendly, Assertive, Confident, Enthusiastic, Sincere
What are the different generations?
The greatest generation, The silent generation, The baby boomers, Generation X, Millennials, Generation Z, Generation Alpha.
How do you recognize non-verbal cue?
Tone of voice, Volume, Pitch, Speaking pace, Pauses and silence, Sighs
What are the taboo topics during a call?
Religion, Salary, Politics, Gender, Race
Communication styles of US citizens. Name 3
Direct and explicit//Value individual opinions//Emphasizes efficiency and getting to the point//Comfortable with confrontation and debate//Informal in professional settings//Prioritizes verbal communication//Values personal space
What are the pillars of VOC?
HECPEIR: Agent Helpfulness, Agent Ease, Agent Care, Process Ease, Issue Resolution
Communication styles of Indian citizens. Name 3.
Indirect and implicit//Values group harmony and consensus//Uses circular communication//Avoids confrontation and values saving face//Formal and hierarchical//Relies on non-verbal cues//Comfortable with physical proximity