Day 3 Quiz
Call Center Skills Quiz
Test your knowledge of essential call center skills with our engaging quiz! This quiz is designed to assess your understanding of best practices and knowledge applicable to call center agents.
Key Highlights:
- Learn about customer interaction techniques
- Identify the traits of effective call center agents
- Engage with real-world scenarios
Select the right answers, Call center agents are...
Talkatives
Flexible with their work flow
Money savers
Omni-Channel
Best communicators
Capable of handling unexpected roadblocks
Shirt tailors
Working while standing on their feets
Even if the customer is about to say something we know, do we interrupt?
Never, we react as we care for every word
Yes, we save time!
How agents mirror the customers?
By trying to talk in the same accent
By trying to use same tone and vocabulary
What is the proper description of Empathy in the dictionary.
Feelings of pity and sorrow for someone else's misfortune.
The ability to understand and share the feelings of another.
Which phrase below has a negative words in it.
I will never find my phone again
If I had a chance I will find my phone, Maybe.
Call centers and their agents are the front lines of the battle to do what?
To secure and retain customers
To receive customer's queries and forward it
What is the proper description of listening.
Take notice of and act on what someone says; respond to advice or a request
Make an effort to hear something; be alert and ready to hear something
The faculty of perceiving sounds.
Lying will never help your situation, why?
Your trustworthiness can be demolished, Your reputation will always precede you!
As a shortcut it might resolve your situation.
How the agent shall be under pressure?
It is due to the requirement of staying calm under fire and emotionally stable temperaments
The agent shall react the same and be more angry than the customer himself
Contact center agent should have the ability to think critically, this is called ...
Creativity
Thinking out of the box
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