A as an Alpha; D as in Delta; H as in Hotel; E as in Echo; R as in Romeo; E as in Echo; N as in November; C as in Charlie; E as in Echo.
Based on the military phonetic alphabet, how do you spell ADHERENCE?
100
C as in Charlie; O as in Oscar; L as in Lima; L as in Lima;E as in Echo; C as in Charlie; T as in Tango; I as in India; O as in Oscar; N as in November; S as in Sierra.
Using the military phonetic alphabet, how do you spell COLLECTIONS
100
Here are some examples of your role;
a. Perform a list with prospecting potential customers
b. Work on your presentation
c. Handle objections
d. Close the deal
e. Follow-up for service
What are some tasks a Sales Agent must perform?
100
When agents are busy with other callers or are unavailable (after call wrap-up mode), subsequent callers must be placed in a queue until an agent becomes available.
What is Queuing?
100
Characteristics are measurable and they tell a story.
What are two important characteristics of good business objectives?
200
It is the total time a CSR is available for call work divided by the time they are scheduled expressed as a percentage.
It is used to ensure CSRs work the amount of time they are supposed to work.
What is Schedule Adherence?
200
When an organization transfers some rights of processes of a company to a Vendor. It is based on detaching from an activity that is not part of main organizational abilities and having it managed by a third party.
What is the modus operandi of a BPO?
200
Here are some examples of your role;
a. Account organization
b. Process payments
c. Handle back-office operations
d. Manage receivables
e. Provide tech support
What are some of the tasks a Phone/Cable/Internet Service Agent must perform?
200
A line or sequence of people or vehicles awaiting their turn to be attended to or to proceed.
What are the four Contact Center Business Objective Parameters mentioned in the course?
300
It is the total amount of work time related to calls, including average talk time (ATT) and average after call work time (ACW), divided by the number of calls handled.
? = ATT + ACW
What are some examples of lines of businesses in a call center?
300
It is the total handle time divided by total time signed into the queue expressed as a percent.
It is the amount of time a CSR spends either talking or in after call work from handling a customer call.
What is Occupancy?
300
Using percentages of contacts resulting in a sale and a dollar value of sales.
How do we measure Revenue Generation?
300
It is a group of people with the same values and beliefs.
What is Culture?
400
It is the percentage of calls (X%) answered in Y seconds.
It is a common method for measuring the service to a particular queue or call type. It is one of the most important measures of customer experience.
It is a key target metric to use for performance and workforce planning.
What is Service Level?
400
Because proper forecasting leads to proper staffing, it impacts the customer experience and it drives the cost of labor.
Why is accurate forecasting important in the call center?
400
It will tell us if we are handling contacts in an efficient manner and if customers have to contact us often.
What story will we expect to have when measuring cost control per contact, per customer, per case, and per order?
400
It is a percentage of the difference between the amount of calls forecasted and the amount actually received. +,-,% above or below forecast.
What is the definition of Forecasted Calls.
400
Three items a business must consider at the beginning,
1.Define a Business mission and vision
2.Set Business Objectives
3.Establish Performance Drivers.
What are three items a business must consider when making a business model?
500
It is 80% to 85%.
What is the industry standard for service level?
500
its measurement is the Cost per Contact which is driven by;
1. contact length
2. cost per hour of providing service
3. percentage of time agents spend with customers
4. percentage of contacts resolved on the first attempt
What performance drivers are used to measure Cost Control?
500
It is measured by employee opinion, surveys, retention rate, and employee referrals.
How is employee satisfaction measured?
500
It is measured by accessibility; agent professionalism, courtesy, ability; and processability to service the customer.
How is customer satisfaction measured?
500
Three areas to focus on that affect performance drivers are:
1. People
2. Process
3. Technology
What are three areas to focus on when establishing business practices in order to affect performance drivers?