WFM
WFM Quiz Challenge
Test your knowledge on Workforce Management (WFM) with this engaging quiz! Dive deep into the key concepts, strategies, and principles that define efficient queue management and resource allocation in call centers.
Key Highlights:
- 9 thought-provoking questions
- Multiple choice and checkbox formats
- Instant feedback on your answers
WFM stands for?
World Forecast Management
Work Forecast Management
Work Force Management
None of the above
What is Service level?
X amount of Calls answered within Y seconds
100% of transactions managed in N days/hours/minutes.
100% of transactions missed in N days/hours/minutes.
All of the above
Two major categories of Inbound Transactions:
Transactions that are handled as they arrive:
Collection calls
Simple calls
Transactions that can be handled later
1 stage from the planning and management process
Edit
Define
Forecast
Attrition
Analyse
Report
Talk Time + After Call Work equals to:
Shrinkage
Attrition
Occupancy
None of the above
This is the name of the Danish mathematician, statistician and engineer, who invented the fields of traffic engineering and queuing theory:
Vilfredo Pareto
Agner Krarup Erlang
Frank Coppola
Eduard Murphy
KEY PRINCIPLES OF REAL TIME MANAGEMENT?
Establish a foundation for effective communication
Monitor real time developments
Implement a workable escalation plan
All of the above
One effect of the Shrinkage:
You will need more staff on the schedule than on the phone
You will need less staff on the schedule than on the phone
No effects registered
None of the above
True or false: Every activity in the call center has a cost associated to it and your decisions have a direct impact on it!
TRUE
FALSE
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