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FINAL EXAM PART 3

UNIVO EXAM

FINAL EXAM PART 1
Question 1: What is a landyard?
A) a part of the house
B) a part of the badge
C) a part of Avaya

Question 2: What is Verzant?
A) a psychological test
B) a typing test
C) an English language  skill test

Question 3: What is WFM?
A) Work Force Management
B) Work Force Metrics
C) Work Financing Management

Question 4: A badge is a group of trained people ready to hit the floor. T or F

Question 5: The floor manager is above the operation manager. T or F

Question 6: If you work in an outbound queue, you receive call. T or F

Question 7: I just could say that this topic is _____ to me.
A) cold turkey
B) clear as a bell
C) jump on the bandwagon

8: I know you got a 2nd DP, but you will need to _____ to overcome frustration dude!
A) keep your pants on
B) put English on it
C) tie the knot

Question 9: That snitch is going to _____ when I talk with the blue collars about the matter.
A) eat his words
B) fed up
C) beat around the bush

Question 10: _____ is a strategy marketers use to create feautures or improve existing ones to products to make them believe there is something they need.

Question 11: One way of predicting customers' needs is to study their ________ habits.

Question 12: A good example of focusing on nonconsumers is the famous India _____ that was created to convince people who did not use to purchase refrigerators that they could get this small one with great benefits.

Question13, 14 &15
13) 60% of customers read the ......   (   ) the less likely they were to return it.
14)The longer time the customer keeps an item... (   ) return policy before making a purchase decision.
15) A big factor that increases CSAT when it comes to return...(   ) is offering free of cost returns or free postage.

PART 2 .......... YET TO COME

PART 3

1. B2B      (     ) THE ACCOUNT OR THE DEPARTMENT IN AN ACCOUNT
2. DP       (     )  A SPECIALIST ASSISTING THE COACH FOR A CLASS
3. WAVE     (     )  THE POPULAR NAME FOR A GREAT AMOUNT OF CALLS COMING ONE AFTER ANOTHER
4. LOB      (     )  A KIND OF PUNISHMENT IN WRITTEN FORM
5. BACKUP TRAINER    (     )  A NEW GROUP OF PEOPLE READY TO HIT THE FLOOR


1. SPOT      (     ) A VERBAL LEARNING OPPORTUNITY
2. FEEDBACK  (     ) A DEPARTMENT IN A CALL CENTER
3. COACHING  (     ) AN AUTOMATIC EMAIL SENT TO A CUSTOMER TO EVALUATE A CALL
4. HR        (     ) THE STATION WHERE AN AGENT SITS AND WORKS
5. SURVEY    (     ) A QUESTION, A COMMENT OR AN UPDATE FOR A TASK OR DUTY


1. WFM   (     ) WHEN THE POWER IS OFF ACCIDENTALLY
2. FLOOR WALKER (     ) A DEPARTMENT IN AN LOB
3. FLOOR SUPPORT (     ) A PERSON WHO WATCHES FOR INDUSTRIAL SAFETY
4. CSAT REPORT  (     ) A TEST TAKEN FROM THE SURVEYS SENT TO THE CUSTOMERS
5. OUTRAGE  (     ) A TENIOR AGENT WHO HELPS NEW WAVES


1. ECARE   (     ) A PART OF THE CALL CENTER HIRING PROCESS
2. RAMP UP   (     ) A NON-PAID PERMISSION LO LEAVE THE JOB EARLY
3. SHODOWING  (     ) A DEPARTMENT OF AN LOB
4. DISMISSAL  (     ) TO WATCH WHAT OTHERS ARE DONG IN TERMS OF LEARNING
5. LOA    (     ) THE REPORT ONE RECEIVES WHEN HE/SHE GETS FIRED.


1. PAYSLIP   (     ) A PERSON BROUGH IN TO WORK FROM A FRIEND
2. HIRING BONUS  (     ) TIME THAT YUO WORK OUT OF YOUR SHIFT
3. REFERRAL  (     ) MONEY THAT YOU RECEIVE FOR GETTING HIRED
4. SHORT DAY  (     ) A PAPER SHOWING HOW MONEY YOU MADE IN A MONTH
5. OT    (     ) THE DAY YOU WORK ON HOUR LESS THAN USUAL


1. SICKLEAVE  (     ) A PERSON IN THE LAST STEP TO HIT THE FLOOR
2. DAY OFF   (     ) AN OPTION TO GET PROOFS FOR A THEFT OR CRIME
3. NESTER   (     ) THE DAY OR DAYS YOU DON'T WORK
4. GRAVEYARD  (     ) A PERMISSION YOU GET WHEN YOU ARE SICK
5. GET CAMS  (     ) THE NIGHT SHIFT


1. GIFT CARD   (     ) A VIRTUAL TELEPHONE 
2. HOMIE    (     ) A PERSON FULL OF TATOOES
3. TINTED    (     ) A FILTER TO GET A JOB IN A CALL CENTER
4. BACKGROUND CHECK (     ) A DEPORTED PERSON
5. EYEBEAM   (     ) A PRESENT YOU RECEIVE 


1. AVAYA   (     ) TIME YOU PUT THE CUSTOMER ON HOLD
2. DEAD AIR   (     ) A PHYSICAL TELEPHONE FOR A CALL CENTER BUSINESS 
3. MOH    (     ) TIME YOU PUT THE CALL ON MUTE
4. AVAILABILITY  (     ) A PART OF YOUR BADGE
5. LANDYARD  (     ) WHEN THERE IS TIME FREE BETWEEN CALLS


1. HANDLE TIME  (     ) ACCOUNT NUMBER
2. THE CLIENT  (     ) CREDIT CARD NUMBER
3. CC #    (     ) THE OWNER OF AN ACCOUNT
4. cc #    (     ) ONE OF THE MOST SECRET IDENTIFICATION DOCUMENTS
5. SSN    (     ) THE MAXIMUM MINUTES DURING A CALL


1. PIN    (     ) SOMETHING NOT REAL
2. CLAIMANT  (     ) TO ASK FOR A SUPERIOR 
3. CLAIM   (     ) A DOCUMENT ASKING FOR SOMETHING
4. ESCALATE  (     ) A PERSON WHO PUTS A CLAIM
5. DUMMY   (     ) A PASSWORD OR PASSCODE

TIME IS MONEY – UNDERSTANDING US BUSINESS CULTURE

The US, the world’s third largest country both in size and population, is a multicultural mosaic of 300 million people of mixed race and heritage. Yet, despite this ethnic and cultural diversity the US still exhibits a distinct business culture. If you are planning business ventures in the US, a basic understanding of this business culture is essential to your success. Here are some insights that help you avoid common mistakes and misinterpretations.

Basic concepts

An important aspect of US culture is the American Dream: the widespread belief that every individual can succeed and prosper financially by working hard. This idea contributes to a strong work ethic and to a system that is merit based. The repercussions of this belief in US work life are long work hours and frequent overtime, as well as a clear distinction between management and subordinates.

In addition to a strong work ethic American business culture is also characterized by a heavy emphasis on individual initiative and achievement. Personal competence, professionalism and accountability for individual performance are highly valued. This leads to a work culture where superiors are only consulted when (absolutely) needed and where most business is carried out autonomously.

Another striking character trait of US business culture is its well-known informality. Thus, titles are seldom used in business environments and most US business partners will offer to use first names almost immediately. Although this casual style can be misleading for people from other cultures, it is certainly not intended as disrespect, but is rather an expression of the prevalent egalitarian notion in American culture.

Communication style

In their business communication Americans use a very direct style. The primary purpose of communication is to exchange information, facts, and opinions. Typical phrases are “let’s get to the point” and “what’s the bottom line”. There is more importance attached to what is said than how it is said.

In accordance with their explicit communication style Americans will not hesitate to say “no” or criticize others in public. If silent moments arise in conversations, Americans are rather uncomfortable and often feel compelled to quickly fill the gaps. Obviously this direct form of communication can cause problems with people from cultures in which business is built on personal bonds, where conflict is handled indirectly and where “saving face” is important.  (Saving Face defines a strategy to avoid humiliation or embarrassment, to maintain dignity or preserve reputation.)

Time is money

Just like many other cultures are preoccupied with relationship-building, Americans are preoccupied with time. For them time is almost a tangible asset, which can be saved, spent, lost, found, invested, and wasted. Their central tenet is that “time is money” and wasting time is just as bad as wasting money. Thus punctuality is an essential part of US business etiquette and lateness is considered disrespectful and rude. Meetings start on the dot and are expected to proceed uninterruptedly. Schedules are important and deadlines are strictly adhered to.

Meetings

In meetings and negotiations great emphasis is put on getting the best results in the quickest possible time. Although this may appear hasty to others, it is in line with the time-conscious behavior of Americans. If you really want to annoy your American business partner, either be late for a meeting without calling in, or sit down and talk as if you have nothing else to do for the rest of the day.

Meetings start on time and often begin with a firm handshake. The handshake should be accompanied by direct eye contact, which signals interest, sincerity and confidence to your American business partner.

Suitable topics include everything from job/work-related matters to sports (a clear favorite in the US), weather, travel, food etc. Controversial subjects such as religion or politics should be avoided just as personal matters.

Americans respect their privacy and personal space and generally sit or stand further apart than people from Southern Europe, Saudi Arabia or Latin America. It is therefore advisable to keep a comfortable distance of approximately 18 inch (or an arm’s length).

Negotiations & contracts

In negotiations Americans are deal-focused. They want to “get down to business” right away. Getting to know each other and building relationships can be done while the business discussions are under way. Americans regard negotiations as problem-solving situations based on mutual benefit and personal strengths, with a clear emphasis on financial position and business power. In discussions and negotiations American business partners value information that is straightforward and to the point. They expect the other delegates to think for themselves and to express their own ideas and opinions.

The main objective of negotiations is usually the signed contract.

When doing business in the US you should be aware of the fact that for most procedures there are a set of rules and guidelines, state and federal laws, that your US counterpart must follow and that you as business partner also need to adhere to.

Business language

American business language is full of idiomatic expressions, many taken from sports (e.g. touch base, ballpark figure, game plan, home run) or military (e.g. rally the troops). Most Americans may not even be aware that they are using idioms, but it can be quite a challenge for people who are not so familiar with American culture. Thus, if your US counterpart requests a “ballpark figure” and you are not sure what he is referring to, or he states that “sales went through the roof” and you are wondering “which roof?”

Apart from these idiomatic expressions the American language offers a few other pitfalls as well for foreign business associates. For example, the ubiquitous “how are you” is by no means a question that requires an explicit answer regarding your physical and emotional well-being, but is a polite greeting form that can simply be answered with “Fine. Thanks.”  In the same way the remark of your business partner “let’s have lunch together” should not be taken literally as a specific invitation to have lunch, but rather as a polite “let’s keep in touch” message.

Handling an Angry Caller in the Call Center

As a call center representative, you will come across angry callers on a daily basis. How you handle these interactions can ether lead to a successful resolution of their issue or losing the customer forever. It’s important to provide your call center agents with the proper tools, training and call center software to help them handle difficult customer personalities with grace.

The following five techniques can help to calm the caller, enhance the productiveness of the call, decrease handle times and increase customer service quality.

Step 1: Listen

You can usually determine whether or not the caller is angry within the first few seconds of a call. When you come across an angry caller, it is important to simply listen to them before trying to defuse the situation. The caller may just want to vent his frustration. Sometimes, after a caller is given the chance to express displeasure, they will apologize and allow you to solve the problem with no further anger.

While the caller is speaking, it may be helpful to jot down the major points of their problem on your notepad. Angry callers tend to go on tangents. Keeping notes will help you to find an answer to the problem more efficiently and will also allow you to maintain your focus.

If the caller is threatening you, using violent language or swearing, follow your company’s policy guidelines for handling difficult customers. If your guidelines allow you to end the call when they cross the line, by all means, end the call right away.

Step 2: Remain Calm

It is important to stay calm during a call to prevent the situation from escalating. Here are a few tips to try:

·         Focus on using an even tone while you speak. Using an agitated or angry tone will simply infuriate the caller even more.

·         Remember that the customer isn’t angry at you. It is the situation that is making the caller angry.

·         Put yourself in their shoes. How would you feel if this happened to you? Having a little bit of empathy for the caller can go a long way.

·         Take a few deep breaths to calm your nerves while the caller is talking.

Step 3: Repeat Information

When the angry caller has finished talking, it is important to make them feel as if you are on their side. One way to do this is to apologize about the problem, convey empathy and then summarize their main points. Doing so will not only make the caller feel you are listening to them, it will also give them a few moments to calm down. You may be surprised at how much calmer they are when they start talking again.

Step 4: Avoid the Hold Button

Many customer service representatives will put an angry caller on hold, believing that the hold time will allow them a moment to calm down. Actually, the opposite is true. The hold time will add to the caller’s frustration, escalating the situation.

Some callers believe that hold time allows representatives to talk rudely without being heard. Others believe that they are put on hold so that the representative doesn’t have to deal with the problem. While this may not be true, while on hold, a caller’s imagination will have plenty of time to think up negative reasons for why they are on hold.

Instead of putting the caller on hold while you research the problem, talk to them. Let them know exactly what you are doing to solve their problem. For example,

“It seems to me that you may have a billing error. I’m pulling up your bill, Ms. Jones, and taking a look. I see that you were billed on the first of the month and the payment was made automatically through your credit card. You said you changed your method of payment, so now I am going to take a look at the notes on your account to see when that change was made.”

Talking to your angry customer will help to calm them as they will feel you care enough to guide them through the entire process.

Step 5: Make the Caller Happy

Once you have researched the problem, it is time to take action. Below are tips to help make the callers happy:

·         Give them options

Giving your callers options to resolve their issue will make them feel more in control. Be sure to not only tell your customer what their options are, but also how soon each option can be implemented. A lack of control can enrage the customer even further.

·         Offer a refund or voucher

If your company policy allows, offer them a refund or voucher. It can go a long way in showing that you are sorry and that you appreciate their business.

·         Go the extra mile

Before ending the call, ask the caller if there is anything else you can help them with. Going the extra mile can make them feel more appreciated.

·         Make them smile

Finally, compliment them on being patient or tell a joke to lighten the mood. If you can put smile on their face before you end the call, you are an all-star agent.

Handling angry customers is part of the job at any call center. Knowing how to deal with these challenging interactions effectively can go a long way in improving the customer’s experience with you and your company.

Listening, staying calm, repeating information, avoiding the hold button and making your caller’s happy are all essential when you have an angry caller on the line. Employing these techniques will not only allow you to help the customer, but will also improve customer satisfaction and reduce handle times