Industry Knowledge (10%)

Question 1

What are typical business challenges of a contact center? (Five points)

Answer 1

High employee turnover
Achieving high CSAT (Customer Satisfaction)
Managing costs
Accurately forecasting and planning
Increasing revenue

Question 2

What are typical contact center metrics? (Seven points)

Answer 2

Average handle time
First call resolution rate
CSAT (Customer Satisfaction)
Cost per call
Average wait time
Abandonment rate
Cross-sell/Upsell rate

Question 3

What factors influence the first call resolution rate? (Three points)

Answer 3

Agent training
Quality of knowledge base
Skills-based routing

Question 4

Which support channels offer real time interaction with a support representative?

Answer 4

Phone and chat

Question 5

What factors influence the Average Handle Time metric? (Three points)

Answer 5

Quality knowledge base
Simplified and efficient processes
Automated tasks

Question 6

Which support channel allows the use of templates for efficient and consistent communication?

Answer 6

Email

Question 7

How can call deflection be increased?

Answer 7

By using support channels other than phone, such as chat, web, and social media

Question 8

Which type of contact center handles technical questions from customers?

Answer 8

Technical support

Question 9

What are some of the business drivers of a customer service contact center?

Answer 9

CSAT, first call resolution rate, decrease costs, reduce employee turnover

Question 10

Increasing the number of leads generated is a business driver for which type of contact center?

Answer 10

Telesales

Question 11

What are some of the benefits of adopting KCS? (Knowledge-centered Service)

Answer 11

Issues are resolved more quickly, both by agents and customers using self service, agent training is reduced by referencing the Knowledge Base

Question 12

What are some benefits of using a knowledge base?

Answer 12

Faster issue resolution, reduced training time, high customer satisfaction, lower support costs

Question 13

What can be used to create content as a by-product of solving problems faced by customers?

Answer 13

Knowledge base

Question 14

When using a knowledge base, what can help agents resolve issues faster?

Answer 14

Knowledge base with articles containing solutions

Question 15

Which contact center component allows multiple calls to be received at a time?

Answer 15

Private Branch Exchange (PBX)

Question 16

Which adapter is used for integrating computer systems with a telephony system?

Answer 16

Computer Telephony Integration (CTI)

Question 17

What are the core tenets of KCS?

Answer 17

Create content as a result of solving issues
Evolve content
Develop the Knowledge base
Reward learning, sharing and collaboration

Question 18

Which call center component can route incoming calls or place them in a queue?

Answer 18

Automatic Call Distributor (ACD)

Question 19

What is KCS?

Answer 19

KCS is a methodology that encourages and supports the capturing, authoring, structuring and publishing knowledge to assist in solving support issues.

Question 20

What are the principles of KCS?

Answer 20

Abundance, create value, demand-driven knowledge, agents are trusted to create and share