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 ACCOUNT2. 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
This is the other part of the exam carlos
ReplyDeletehttps://draft.blogger.com/profile/11804382565951562292
ReplyDeleteGood evening, I have created my blog and wrote about myself evaluation. However, I can not seem to get back to the page, so I am copyingit to you.
As I can remember, We started the Call center module on Sunday March 12, 2017 and it was a great morning because we were able to meet Carlos Garcia our Professor and the classmates that we were going to be working with for the next six weeks of class. This morning, we were told to ask questions and that our participation was going to be evaluated. This served as an introduction to us of who were going to be dealing with in the Call Center Module. Carlos also asked us to take note of all the times we participated, which many of us did.
According to my experience, I believe that I have participated as much as could not only in the "Whats App Group" and the comments that I have made after reading the topics that are on the univo call center blogspott that Carlos created for our course but also in all the classes that I have attended. It has been very interesting because there are many topics that we have read about that are related to the Call Center Industry. It has been very challenging for me due to the fact that I work from nine in the morning to six in the evening. My kids and wife usually wait for me to arrive so we can all eat dinner together. I spend a little time with them then I tell them that I have to study.
In the end, I think that I deserve at least a 9.0 as myself assessment score. Every time that I have some free time I dedicate it to my studies. Some of my classmates are in my shoes because they have the similar responsibilities while others do not. It has been a good learning experience and there has been a lot of knowledge that we have acquired . I am glad I also learned a lot of new concepts that are used in the Call Center Industry.
Number of words: 352
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Including the 0ne-word and two-word words
https://draft.blogger.com/blogger.g?blogID=1940635598404612898#editor/target=page;pageID=957894756096251947;onPublishedMenu=pages;onClosedMenu=pages;postNum=0;src=pagename
ReplyDeletehttp://thingstoreadon.blogspot.com/p/myself-evaluation.html
ReplyDeleteHi, I am breaking my head but I believe I got it!! Thank you
http://thingstoreadon.blogspot.com/
DeleteGood morning, I have checked and my blogspot address does not appear on the list. But I sent my links on the previous comments. Thank you.
Name: Evelio Chicas
ReplyDeleteCall center the new experience
At the beginning of the course, one of the questions that the teacher made was, “what do you expect to learn from this course?” I was honest recognizing that my knowledge about call centers was none, but up to this point, I am conscious that I have learned many interesting things about call centers and have got new tools that give me the support for experiencing a different and exciting alternative to grow as a professional, make more money and be more comfortable when communicating to real English speakers.
One of the most interesting things that I learned includes a big amount of vocabulary related to the call center field. In fact, all the words the teacher offered relied on his own experience. It was not only a list of isolated words, but also a vivid experience of his job as a call center agent. That made my learning easier since his explanations were accompanied with real images of his work.
Another aspect that I consider to be very beneficial for me as a professional was the knowledge acquired in the classroom and on the internet sources, as well as the idea of being immersed in the real English world and the methodology applied by the teacher that went far beyond traditional ways of teaching that were obsolete and fruitless in everyday life. Also the classes were enriched by cultural and personal experiences the teacher shared in every class. It definitely helped me to innovate my practice in the classrooms, be more dynamic when teaching, and be focused in any situation of my life.
As a summary, this experience has opened more doors for me. Now, my field of work is wider. It means that I am not force to accept teaching as the only option to work even though I do not like it. On the contrary, I have more alternatives to develop myself as a professional and be happy in life.
http://eveliochicas.blogspot.com/
ReplyDeleteI recently came across your blog and have been reading along. I thought I would leave my first comment. I don't know what to say except that I have enjoyed reading. Nice blog. I will keep visiting this blog very often. 2021 nabteb questions and answers,
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