HDI HDI World wide Certification HD0-300 Questions & Answers

• Question 171:

  Which three technologies enable Help Desks to achieve their performance goals? (Choose three)

  A. Automatic Call Distributor

  B. Interactive Voice Response

  C. Intra-monthly Monitoring System

  D. Extra-diem Reporting Application

  E. Customer Relationship Management

  Correct Answer: ABE

• Question 172:

  Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap- up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?

  A. publish trend reports for the group as a whole

  B. publish a list of agents ranked by who has the most talk time.

  C. Recognize and reward the individual who handles the most calls

  D. Recognize and reward the individual who has theleast :not available" time

  Correct Answer: A

• Question 173:

  A customer could not get through to a support representative when calling the Help Desk in the morning. He had to call back later. Which metric captures this situation?

  A. Time in Queue

  B. Abandonment Rate

  C. Average Speed of Answer

  D. First Call Resolution Rate

  Correct Answer: B

• Question 174:

  An upcoming production rollout could heavily impact normal off-shifts. You decide to move schedules to cover the upcoming increase in calls. After the staff expresses their concerns about having to work the new shifts with little warning, you

  still decide to implement your off-schedule shift change.

  Which leadership trait does this show?

  A. the ability to encourage team participation

  B. the ability to discourage one-person domination

  C. the ability to execute a plan despite adverse conditions

  D. the ability to identify unpopular decisions as still necessary

  Correct Answer: D

• Question 175:

  Who is ultimately responsible for an employee's success or failure?

  A. the employee

  B. the employee's mentor

  C. the employee's manager

  D. the employee's team leader

  Correct Answer: A

• Question 176:

  What are three benefits of mentoring programs? (Choose three)

  A. They help team members improve

  B. They help retain personnel with optimal skills.

  C. They allow team members potential growth opportunities.

  D. They help team members develop strategic vision statements.

  Correct Answer: ABC