General
Which renewable energy source has seen the fastest growth in the UK?
Wind Power
FCA stands for?
Financial Conduct Authority
Social, Persuasive, Demonstrative, Dynamic, Enthusiastic -Which personality type does this fall under?
Sunshine Yellow
What is the primary goal of a call centre agent?
To resolve customer queries efficiently.
What is customer retention?
Customer retention is about ensuring that the customer keeps on coming back.
There are nine different types of intelligence: Name one.
”Naturalist (nature smart)
• Musical (sound smart)
• Logical-mathematical (number/reasoning smart)
• Existential (life smart)
• Interpersonal (people smart)
• Bodily-kinaesthetic (body smart)
• Linguistic (word smart)
• Intra-personal (self-smart)
• Spatial (picture smart
What does PCI DSS focus on?
PCI DSS focuses on payment card data security.
In business, what does the acronym "KPI" stand for?
Key Performance Indicator
What are examples of the Top BPO’s within South Africa? (3)
Sigma Connected
EXL
Teleperformance
What is the best way to handle a customer who is so angry they are almost yelling?
Let them vent without interruption, use a calm and steady tone, and use empathetic phrases like "I understand why you're upset."
People with high level of emotional intelligence demonstrate what competencies? (3)
Self-awareness
Admit to mistakes
Communicate effectively
Which entity enforces GDPR in the UK?
The Information Commissioner’s Office
What does AHT stand for, and why does everyone talk about it?
Average Handle Time. It's the average duration of one customer interaction, including talk time, hold time, and after-call work. It's a key metric for efficiency.
What is a proactive call and a reactive call?
A reactive call is an inbound call, and a proactive call is an outbound call
When speaking to a customer you need to treat them.....
Fairly
What are the steps to writing a professional email.
Appropriate subject heading, Greeting, Body, Closing
What is phishing in the context of information security?
A fraudulent attempt to obtain sensitive information by disguising as a trustworthy entity
Besides AHT, name two other key metrics a QA analyst scores you on.
Customer Satisfaction (CSAT), Quality Score, Adherence to Schedule, First Call Resolution (FCR), Net Promoter Score (NPS)
What is the purpose of after-call work (ACW)?
To wrap up the call by documenting notes, sending follow-up emails, or completing any tasks promised to the customer.
If I customer wants a Third-Party authority added to their account, they need to complete a ........
letter of authority
What does the acronym TADA stand for?
Think, Ask, Decide and Act
What is a key compliance requirement for data handling in BPOs?
Data protection and privacy laws adherence
Name 4 employability skills employers look for.
Communication, teamwork, problem-solving and reliability.
What does the term "nesting" refer to in the BPO onboarding process?
The final stage of training where new agents take live calls in a controlled environment with extra support before going to the main production floor.
What is the most important thing you need to do as a customer advisor when going through security with the customer?
Check if the information the customer gives corresponds with what you have on the system