Customer Engagement Operation (cluster 1)
Customer Engagement Operation Quiz
Enhance your knowledge about customer engagement operations with our comprehensive quiz designed for aspiring agents!
Test your understanding of key concepts in:
- OHS regulations
- Effective communication
- Workplace safety
- Hardware and software knowledge
The customer engagement agent must follow and comply with the following regulations EXCEPT
Share customer confidential information with friends
Adhering to schedule
Meeting quality targets
Follow data management procedures
All customer engagement operation representative should understand all the following EXCEPT
Telephone and computer system
Internet and intranet
OHS regulations
Vending machines
Your image can be seen as the way that you dress, speak and respond to others. All of the following are good appearance and dress code
Maintain professional look
Agent should be clean and neat
Poor hygiene
Positive image
Yvonne is speaking to a client over the telephone but the client does not understand her language very well. Which of the following techniques Yvonne should NOT do ??
Utilize active listening
Replace difficult words with simpler ones
Demonstrate concern
Speak more softly
All of the following are key qualities of being a customer engagement agent EXCEPT
Competent
Eccentric
Supportive
Active listening
The main reason for safety regulation procedures is to :
Provide training
Prevent accidents
Improve work production
Develop workforce
Customer support agents should follow all the following directions and guidelines EXCEPT
Employment policies
open email from unknown sources and spam
Training manuals
Product user guide
All the following are consequences of not following directions EXCEPT
Contract termination
Decreased morale
Loss of business
Promotion
A written statement by an employer stating the company's commitment for the protection of the health and safety of employees and the public
Lab rules
Safety policy
Internet protocol
Anti discrimination policy
Mr Lee has a presentation to make to a group of BPO investors. Which of the following devices should be used to do the presentation?
Printer
Fax machine
Multimedia projector
Monitor
What do we call pressing the mouse button twice in rapid succession??
Double click
Right click
Click
Selecting
Computer hardware is made up of three types of hardware, which listed below is not a piece of computer hardware
Internal periphals
External periphals
Software
System unit
Workplace communication include all the following EXCEPT
Nonverbal meanings
Active listening
Supportive
Discrimination
Which statement best explain effective communication ?
Following directions from supervisor
Two way sharing process
Sending emails
Using forums and messaging boards
When processing information with computer there are four main actions undertaken, which is the correct order
Input, output, processing, storage
Output, processing, storage, input
Input, processing, storage, output
Input, storage, output, processing
All the following are features of the world wide web EXCEPT
E-mail clients
Video conferencing
Blogs
Kps
All of the following are stressors on the job EXCEPT
Lack of resources
Over-supervision
Harassment
Promotion
This industry that involves the contracting of operations to a thrid party service provider
Bpo
Sugar
Jps
Jnn
They set the relevant standards and legislation as how the bpo industry in Jamaica should run
BPIJ
BPAJ
OSH
CIBC
All the following are common OHS effects in customer engagement firm EXCEPT
Musculo-skeletal
Eye strain
Hygiene
Fire extinguisher
What should the customer engagement operation agent record when reporting an OHS issue
Date and time
Name of person/s involved
Witnessess
Security procedures
A software program that you can use to find web sites, web pages and internet files is called a:
Search engine
Web browser
Email
World wide web
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