Which two service parameters are normally addressed in a Service Level Agreement? (Choose two)
A. call flows
B. training material
C. products supported
D. days and hours of service
Service Level Agreements document the level of service provided as well as the level at which that service is provided by which two parties?
A. customer
B. stake holder
C. service provider
D. Help Desk manager
E. Service-level managers
You want to be prepared for a potential decrease in workforce scheduling based on a decrease in customer service requests. What are the three most likely reasons for a reduction in call volume? (Choose three)
A. Customers are better trained
B. Customers are more experienced
C. Business functions are outsourced
D. Systemare more stable and mature.
E. Overall business/workforce is reduced.
Your Help Desk is 24x7 and covers support for many areas throughout the country. An upcoming snow storm is expected to cause power outage. What helps you prepare for the upcoming days?
A. call answer plans
B. contingency plans
C. UPS usage reports
D. Gap analysis reports
Which three metric calculations impact customer satisfaction? (Choose three)
A. Average Talk Time
B. Abandonment Rate
C. First Call Resolution Rate
D. Averaged Speed of Answer
E. AverageAfter Call Work Time
Which practice is important in improving the supportive atmosphere found in an open and positive work environment?
A. use of visual status boards
B. empowerment from management
C. access to computer telephony technologies
D. specific statement of performance expectations
Which statement about contract staffing is true?
A. Contract employees can only be let go by their company.
B. Contract employees receive more benefits than full-time employees
C. Contract employees may hinder teamwork if they do not work closely with full-time employees
D. Contract employees are allowed to work hours that are not specifically defined by their company.
What are three ways to maintain a balanced and positive outlook when adapting to new situations, priorities, or demands? (Choose three)
A. concentrate on common goals during times of disagreement
B. develop interests outside of work to provide a stress-free zone
C. identify trends in service, and then develop resources to meet those trends
D. create a personal network of advisors with whom you can share problems and concerns.
What should be addressed in a support center's marketing plan?
A. the support center's budget requirements
B. the support center's staffing requirements
C. the support center's implementation timelines
D. the support center's role in the corporate vision
Organizational development needs are determined by which three methods? (Choose three)
A. project analysis
B. position profiling
C. skill gap analysis
D. individual assessment
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