Name Date Part 1: Operational Related & Team Management Assessment / 75 Score: 1. Who needs more attention: Ahmad with a quality score of 70% or Mariam with a quality score of 90%? [1] a. Ahmad b. Mariam Both need equal attention d. Impossible to tell tist down 2 reasons why? [2] 2. Contact Centre performance measures should align first and foremost with? [1] a. Benchmark numbers from competitors b. Company goals and objectives Operational budget by yearly basis d. None of the above Glve 1 reason why? [1] 2. Advantage of ces peur te percatching is? 19) ) OP is less inted and is vous wit pour b) Peercan pass along better information than a supervisor c) Peers can bargain to have more available time after works d) All of the above Is this happening in your contre le reasons why? (2) 4. In a Contact Centre environment, being alert is important. There are occurrences whereby we need to ensure the safety of our team & ensuring the business continuity of your operations at the same time. For the following scenarios, you are in the office at the start of shift when the news was Informed as below. Please provide what action plans will be put in place if it occurs [6]: Action Plan Building trembling Intermittently only Haze alert but no official communication that office is closed Fire alarm went off on your floor only. Heavy rain for the past hour but office is still accessible Roadblocks in front of your office building not enabling any motor vehicle to enter. Staffs are still able to walk into office. No electricity but backup power is operational on your floor only. Power is avail on other floors/location. 5. AHT is made up of what combination of components? Choose all that apply. [1] Talk time Queue time 1 After call work time Hold time Forced announcement play time 6. An frate caller reaches you and starts criticizing your company's service on a particular product that has been controversial. You should? [1] a. Completely avold talking about the specific product and change the topic. b. Listen carefully to the caller, take their number, and promise to get the appropriate person to call back to resolve any issues. C. Take the offensive when a caller brings up the controversial subject and try to convince the caller that they are mistaken. d. Tell the caller that the company is aware of the problem and is taking steps to fix it. Just listen - you can't please everyone. e What will be your next 2 actions based on the above? [2] 7. Schedule adherence is one of the most important measures of agents performance because: (1) a) It affects speed of service for the entire Contact Centre b) It affects occupancy and workload of the entire team c) It is controllable by the Individual CSP for the most part d) All of the above Why schedule adherence effects Productive hour's? Kindly provide 2 reasons. [2] 8. In your recent team meeting, you were informed by your CSEs that they are not satisfied with the behaviour of your Manager that He does not treat all the CSEs equally. When you shared that you will bring it up with your Manager, the CSEs disagreed with the idea. You have no such issues with your manager and have not observed such behaviours reported by other CSEs. Please share 3 action plans that you would put in place. [3] 9. Misconducts: Please list 3 major misconducts that could be committed by CSE: (3) a. b. Please provide 1 action plan if your CSE commits this misconduct? [1] Please provide 2 action plaas ! CE repeats the misconduct again? [21 0. u Share 2 examples on how you would motivate your agents to provide exemplary customer service that will wow the customers? [2] b. Share 2 situations where you had to motivate agents & what the agents did to 'excite' the customer? [2] 11. Motivations: a. Glve an example of a time when things happened at work that reduced your enthusiasm [1] b. Please list what did you do to motivate your team? [1] 12. One of your CSPs have recently shared that they are interested to become a Team Leader. Please share 3 action plans that you would implement to assist them in achieving this goal. [3] 13. Usual problem faced is CSEs abuse the usage of using ACW & AUX. These makes CSEs unavailable to attend to inbound calls. What is the challenge when this issue happens? [21 14. The graph share AliT for your team for July Target for Talk Time is 30oset. Taget for newe, Time is 40sec each. Identify the agents that are meeting targets for AHD,AC and Hero Propea action plans all agert that did not meet the targets. [20] 500 400 73 95 300 8 as 07 200 22 93 20 100 0 Bentt agunt 2 Agents Agently arents Agents Asunt 7 Agus testa A4 10 Tall Tits PAC Hold Action Plan ACW Hold AHT Agent 1 Agent 2 Agent 3 Agent 4 Agent 5 Agent 6 Agent 7 Agents Agants 15. now leader need a power or authority, its influence people? (1) 16. Define your detailed understanding on: 2 3) Service Level b) How It Impacts Customer Experience 17. How to manage Occupancy? (1.) 18. What is the definition of Utilization? [1] 19. What can cause the Utilization to drop? [1] 20. How to manage AHT? [1] Define the meaning for Abandonment Pate? 29. De leerlingo acenderen Peter [2] 22. What will be tha Impact to Team Leaders if they fall to coach agents? (1) 23. What are the service barriers to your hotline? (1) a) lst 2 recommandations or action steps you can take to rentave these barriers. [2] 24. What is the formula for utilizacion [] 25. What is the formula for Occupancy? [1] 26. There are 3 categories of agents which requires attention for coaching. Based on your experience, explain the structure of coaching for: [3] a Poor Performer b. Average performer Sed performar 27. Define what Is Efficiency in a Contact Centre & what are the measures that's taken into count. [2] 28. List down 2 possible types of Unproductive Time spent at Contact Centre. [2] 29. Define the meaning for Shrinkage & list down 4 types of shrinkage that may take place in a Contact Centre. [5] PART 2: Administration & Reporting Skills Assessment Score: 1 25 Based on Question No. 14 in Part 1, 1. Using Excel, create 3 different types of chart with a little elaboration of your choice) using all the data provided in the graph. (5) a. 2. Using Power Point, create a presentation with a minimum of 10 slides to present: (10) The team's AHT Performance b. What could have been causing the Outliers lon not meeting the AHT Targets What are your 3 months Action Plan & Initiatives to drive the Team's performance in meeting the AHT Targets. c. (Note: You may use the charts froin Noi asove) 3. With Word, create a Report Format that describes your prior knowledge on Customer Service & share an example of negotiation that you have encountered in your past experience. You may use real life example taken from your previous experience. (10) Name Date Part 1: Operational Related & Team Management Assessment / 75 Score: 1. Who needs more attention: Ahmad with a quality score of 70% or Mariam with a quality score of 90%? [1] a. Ahmad b. Mariam Both need equal attention d. Impossible to tell tist down 2 reasons why? [2] 2. Contact Centre performance measures should align first and foremost with? [1] a. Benchmark numbers from competitors b. Company goals and objectives Operational budget by yearly basis d. None of the above Glve 1 reason why? [1] 2. Advantage of ces peur te percatching is? 19) ) OP is less inted and is vous wit pour b) Peercan pass along better information than a supervisor c) Peers can bargain to have more available time after works d) All of the above Is this happening in your contre le reasons why? (2) 4. In a Contact Centre environment, being alert is important. There are occurrences whereby we need to ensure the safety of our team & ensuring the business continuity of your operations at the same time. For the following scenarios, you are in the office at the start of shift when the news was Informed as below. Please provide what action plans will be put in place if it occurs [6]: Action Plan Building trembling Intermittently only Haze alert but no official communication that office is closed Fire alarm went off on your floor only. Heavy rain for the past hour but office is still accessible Roadblocks in front of your office building not enabling any motor vehicle to enter. Staffs are still able to walk into office. No electricity but backup power is operational on your floor only. Power is avail on other floors/location. 5. AHT is made up of what combination of components? Choose all that apply. [1] Talk time Queue time 1 After call work time Hold time Forced announcement play time 6. An frate caller reaches you and starts criticizing your company's service on a particular product that has been controversial. You should? [1] a. Completely avold talking about the specific product and change the topic. b. Listen carefully to the caller, take their number, and promise to get the appropriate person to call back to resolve any issues. C. Take the offensive when a caller brings up the controversial subject and try to convince the caller that they are mistaken. d. Tell the caller that the company is aware of the problem and is taking steps to fix it. Just listen - you can't please everyone. e What will be your next 2 actions based on the above? [2] 7. Schedule adherence is one of the most important measures of agents performance because: (1) a) It affects speed of service for the entire Contact Centre b) It affects occupancy and workload of the entire team c) It is controllable by the Individual CSP for the most part d) All of the above Why schedule adherence effects Productive hour's? Kindly provide 2 reasons. [2] 8. In your recent team meeting, you were informed by your CSEs that they are not satisfied with the behaviour of your Manager that He does not treat all the CSEs equally. When you shared that you will bring it up with your Manager, the CSEs disagreed with the idea. You have no such issues with your manager and have not observed such behaviours reported by other CSEs. Please share 3 action plans that you would put in place. [3] 9. Misconducts: Please list 3 major misconducts that could be committed by CSE: (3) a. b. Please provide 1 action plan if your CSE commits this misconduct? [1] Please provide 2 action plaas ! CE repeats the misconduct again? [21 0. u Share 2 examples on how you would motivate your agents to provide exemplary customer service that will wow the customers? [2] b. Share 2 situations where you had to motivate agents & what the agents did to 'excite' the customer? [2] 11. Motivations: a. Glve an example of a time when things happened at work that reduced your enthusiasm [1] b. Please list what did you do to motivate your team? [1] 12. One of your CSPs have recently shared that they are interested to become a Team Leader. Please share 3 action plans that you would implement to assist them in achieving this goal. [3] 13. Usual problem faced is CSEs abuse the usage of using ACW & AUX. These makes CSEs unavailable to attend to inbound calls. What is the challenge when this issue happens? [21 14. The graph share AliT for your team for July Target for Talk Time is 30oset. Taget for newe, Time is 40sec each. Identify the agents that are meeting targets for AHD,AC and Hero Propea action plans all agert that did not meet the targets. [20] 500 400 73 95 300 8 as 07 200 22 93 20 100 0 Bentt agunt 2 Agents Agently arents Agents Asunt 7 Agus testa A4 10 Tall Tits PAC Hold Action Plan ACW Hold AHT Agent 1 Agent 2 Agent 3 Agent 4 Agent 5 Agent 6 Agent 7 Agents Agants 15. now leader need a power or authority, its influence people? (1) 16. Define your detailed understanding on: 2 3) Service Level b) How It Impacts Customer Experience 17. How to manage Occupancy? (1.) 18. What is the definition of Utilization? [1] 19. What can cause the Utilization to drop? [1] 20. How to manage AHT? [1] Define the meaning for Abandonment Pate? 29. De leerlingo acenderen Peter [2] 22. What will be tha Impact to Team Leaders if they fall to coach agents? (1) 23. What are the service barriers to your hotline? (1) a) lst 2 recommandations or action steps you can take to rentave these barriers. [2] 24. What is the formula for utilizacion [] 25. What is the formula for Occupancy? [1] 26. There are 3 categories of agents which requires attention for coaching. Based on your experience, explain the structure of coaching for: [3] a Poor Performer b. Average performer Sed performar 27. Define what Is Efficiency in a Contact Centre & what are the measures that's taken into count. [2] 28. List down 2 possible types of Unproductive Time spent at Contact Centre. [2] 29. Define the meaning for Shrinkage & list down 4 types of shrinkage that may take place in a Contact Centre. [5] PART 2: Administration & Reporting Skills Assessment Score: 1 25 Based on Question No. 14 in Part 1, 1. Using Excel, create 3 different types of chart with a little elaboration of your choice) using all the data provided in the graph. (5) a. 2. Using Power Point, create a presentation with a minimum of 10 slides to present: (10) The team's AHT Performance b. What could have been causing the Outliers lon not meeting the AHT Targets What are your 3 months Action Plan & Initiatives to drive the Team's performance in meeting the AHT Targets. c. (Note: You may use the charts froin Noi asove) 3. With Word, create a Report Format that describes your prior knowledge on Customer Service & share an example of negotiation that you have encountered in your past experience. You may use real life example taken from your previous experience