Workforce Management

1. When service levels are poor, adding just one more person will affect service:
a. Not at all
b. A little
c. Substantially
d. Not enough information

2. The reason there must be more ?bodies in chairs? than hours of work to do is because:
a. Calls arrive randomly, so staff won?t be active on calls all the time
b. Agents now handle emails and other paperwork in addition to calls
c. Customers are demanding shorter wait times than before
d. Some staff will have follow-up work to do after the call

3. All of the following are considered ?staff shrinkage? in the call center, except for:
a. Break time
b. Meeting time
c. Project time
d. After-call work time

4. As agents are added to improve service and shorten delays, what happens to staff occupancy?
a. It increases
b. It decreases
c. It stays the same
d. Not enough information

Call Center Math

5. A large call center (; 100 staff) will be much more efficient than a small one (< 25 staff) because:
a. The larger center can utilize more efficient routing technology
b. The agents will be better trained and coached
c. The more volume that arrives, the greater the number of calls each person can handle
d. Occupancy levels are lower, so agents are always available in the larger center

6. The call center receives 300 calls that take 4 minutes to handle between 3-4pm. There are 25 people taking calls. What is the occupancy rate?
a. 65%
b. 80%
c. 95%
d. Not enough information

7. Average handle time includes the following:
a. Caller queue time + talk time
b. Talk time + after call work time
c. Caller delay time + talk time + after call work time.
d. None of the above

8. If 200 ?bodies in chairs? are required, and shrinkage is 32%, how many staff should be scheduled to meet service level goals:
a. 168
b. 232
c. 264
d. 294

Performance Measures

9. Call center performance measures should align with:
a. Competing company measures
b. Corporate objectives
c. Operational budget
d. All of the above

10. Which of the following measures would be of most interest to senior management?
a. Average handle time
b. Forecasting accuracy
c. Schedule adherence
d. Resource utilization

11. Agent occupancy or staff occupancy is a measure of which of the following?
a. Quality
b. Staff utilization
c. Forecasting accuracy
d. Contact handling accuracy

12. Which of the following is the LEAST effective measure of agent performance?
a. Calls per hour
b. Average handle time
c. Schedule adherence
d. Quality score

Call Center Technology

13. The central piece of technology that answers calls, distributes them to staff, and provides reports is called:
a. Automatic Call Distributor
b. Interactive Voice Response
c. Computer Telephony Integration
d. Best Agent Routing

14. The technology that allows callers to interact with the call center using a touch-tone telephone to retrieve specific information from a database regarding their account status is called:
a. Automatic Call Distributor
b. Interactive Voice Response
c. Computer Telephony Integration
d. Contact Management System

15. All of the following can be used to identify callers and their needs, except:
a. Dialed Number Identification Service (DNIS)
b. Automatic Number Identification (ANI)
c. Interactive Voice Response (IVR)
d. Workforce Management System (WFMS)

16. The technology that provides a ?screen pop? to agents with customer account information is:
a. ACD
b. CTI
c. IVR
d. DNIS

Reporting and Communications

17. Call center reports should show performance against:
a. Organizational goals
b. Departmental goals
c. Individual goals
d. All of the above

18. A scatter diagram is useful for showing:
a. Trend over time in a single dimension
b. Range of results within defined reporting boundaries
c. Correlation between two variables
d. Comparison of three or more variables at once

19. Line charts are useful to include in reports to show:
a. Trend over time in a single dimension
b. Correlation between two variables
c. Range of results within defined reporting boundaries
d. Comparison of three or more variables at once

20. Real-time reports should be generated to show which of the following:
a. Development of recent trends
b. Compliance with quality goals and standards
c. Need for operational adjustments
d. All of the above

Outbound Operations

21. The dialing mode that looks up a number/account in the database and provides a screen of information to the agent to review before electing to place the call is called:
a. Preview
b. Predictive
c. Progressive
d. None of the above

22. In a call center that uses inbound/outbound call-by-call blending, which contact type typically has priority?
a. Inbound calls
b. Outbound calls
c. Email contacts
d. All have same priority

23. According to the TCPA, all of the following items must be included on an unsolicited fax transmission, EXCEPT:
a. Date and time of transmission
b. Name of entity sending fax
c. Remove me instructions
d. Sending telephone number

24. All of the following are data-mining techniques used in outbound calling campaigns, EXCEPT:
a. Cluster
b. Association
c. Sequence
d. Progression

Outsourcing

25. Offshore outsourcing (countries other than US and Canada) have the following advantages:
a. Dependable telecommunications infrastructure
b. Attractive accents
c. Lower wages
d. All of the above

26. Having dedicated staff in an outsourcing contract has what impact on the outsource provider:
a. Training for the staff is more challenging than in shared staff environments
b. Forecasting workload is more critical than in shared staff environments
c. Fluctuating workload can create inconsistent service results
d. Lower profit than shared staff environments

27. The fee structure for outsource contracts:
a. Can encourage counter-productive behaviors
b. Should be fair to both parties
c. Work best when simple and easy to track
d. All of the above

28. Disadvantages of using staffing agencies include:
a. Slower recruiting
b. Hard to adjust number of staff used easily
c. Difficult to get rid of unsatisfactory worker
d. Perceived loss of control by HR staff

Email Strategies

29. According to most surveys, the most common complaint customers have about business email communications is that:
a. It takes too long to get a response.
b. The response doesn?t match the question that was asked.
c. The email is too impersonal.
d. The email is full of grammatical and spelling errors.

30. Which of the following is NOT a difficulty in managing email communications?
a. Visual qualities (text choices) may be different on sending and receiving end.
b. Turnaround time is fast, so tone is more conversational.
c. Spikes in volume must be handled immediately, just like phone calls.
d. It is harder to convey emotion and feeling than in a telephone call.

31. Which of the following is NOT a reason to have a formal email policy?
a. Defining content will help deliver consistent message for higher level of professionalism.
b. Defining standards will save time in long run and eliminate misunderstandings.
c. Clear standards will minimize risk of lawsuits and protect employees.
d. All of the above.

32. Which of the following is NOT generally viewed as an email best practice?
a. Use the urgent flag on most messages to get priority on the reader?s end.
b. Review the message at least once before sending.
c. Create a database of frequently used responses.
d. When in doubt about content, don?t send out.

Disaster Recovery Planning

33. The most likely cause of a disaster in a call center is:
a. ACD failure
b. Hacker or vandalism
c. Network failure
d. Weather

34. When a disaster strikes, the FIRST thing to do is:
a. Switch to another communications channel for customer access.
b. Assess the damage.
c. Notify the insurance company.
d. Activate voice recordings notifying of disaster.

35. A contingency plan differs from a disaster recovery plan in that it:
a. Considers risks to business opportunities
b. Focuses on prevention rather than remedy
c. Focuses attention on customers and personnel rather than facilities
d. It is the same as a disaster recovery plan.

36. Which of the following is the LEAST likely group to include in development of a disaster recovery plan?
a. Front-line agents/supervisor(s)
b. IT/telecom representative
c. Outsourcing partner
d. All are equally important to include in the planning process.

Remote Staffing

37. Which of the following is perhaps the biggest benefit and justification for remote staffing?
a. Real estate savings
b. Scheduling flexibility
c. Way to attract new staff
d. Reduction in wages for staff working from home

38. Many centers realize an improvement in performance scores from work-at-home agents. Which is the LEAST likely reason that this occurs?
a. Better performers are most likely candidates to work from home.
b. There are fewer distractions in the home environment if set up properly.
c. Home agents will work harder to keep the benefit of working from home.
d. The technology enables faster connection time and reporting.

39. Which of the following may be a disadvantage of having a remote team that is the hardest to overcome?
a. Reduced access to quality monitoring
b. Participation in team promotions and events
c. Pets and television noise in background
d. Ergonomic issues and workers compensation claims

40. Which of the following should be included in a contract with an ?at-home? agent or teleworker?
a. Guidelines for home office setup
b. Data security procedures
c. Performance expectations
d. All of the above