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CCS9- 1st Weekly Assessment

Quiz by Cecilia Dumas

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25 questions
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  • Q1
    What is a primary concern in all work places and safety measures should be strictly observed to avoid accidents?
    Safety
    Employee satisfaction
    Workload
    Work environment
    30s
  • Q2
    What CCS stands for?
    Call Center Agent
    Contact Center Representative
    Call center
    Customer Service Representative
    30s
  • Q3
    What type of Call-center-service-providers make calls to specified destinations with pre-approved database from customer.
    Outbound call center
    Web Enabled call center
    Inbound call center
    Phone call center
    30s
  • Q4
    Safety procedure practices in the workplace contribute to:
    low rates of accident
    good employee morale
    employee dissatisfaction
    30s
  • Q5
    The following are the steps to prevent accidents at work. Except, which one?
    hazard identification
    risk assessment
    Make the changes
    abandoned the hazard
    30s
  • Q6
    A service that covers handling of customer’s complaints, inbound customer service, order taking and inquiry response handling, and outbound telemarketing.
    Contact Center Representative
    Contact Center Services
    Call Center Agent
    Contact Center
    30s
  • Q7
    It is a service that a person must achieve to interact with customers to provide information about products and services.
    CCA
    Contact Center
    CCR
    CCS
    30s
  • Q8
    A more personalized version of the call center, where agents get to know more about their customers and their callers; and therefore look after calls just as if based in their customers office.
    Outbound call center
    Web Enabled call center
    Phone call center
    Inbound call center
    45s
  • Q9
    What type call center service you are offering when you cater the calls from Alicia's Restaurant?
    Supermarket Help Desk Support Service
    Education Online Service
    Food On- Call Service
    Medical Support Service
    45s
  • Q10
    It is one of the most critical qualities of a good call center agent. When you had a job and someone missed a day, everyone around the office felt the effects and you’re the one doing the job for someone enthusiastically.
    committed
    hardworking
    initiative
    persistent
    45s
  • Q11
    All of these describe the working environment that is conducive to safety and health. Except, which one?
    Defective lighting and ventilation facilities
    Clean cabinets, dry and closed tightly to keep away rodents and insects.
    A well-fixed electrical connection
    Clean floor area, free from waste and grease.
    45s
  • Q12
    The statement below describes on how to prevent noise exposure, Except?
    It is better to use faulty telephone lines and headsets.
    Use sound absorbent materials and partitions of a suitable height in the design of contact center stations
    Ensure office equipment such as printers and photocopiers are separated from the immediate work area
    45s
  • Q13
    It is a term on work environment in which the business is mediated by computer and telephone-based technologies.
    Call Center
    Contact Center Services
    Call Center Representative
    30s
  • Q14
    It means having empathy and it can help greatly enhance customer experience when they call in. Having this skills, you really feel connected to the callers, rather than making the customers feel like they’re talking to a brick wall, and callers will likely have a more positive experience.
    good communication skills
    information seeking
    possess people skills
    sound decision maker
    45s
  • Q15
    When I’m doing a job for someone, I make a special effort to make sure that a person is happy with my work. Choose what character traits it corresponds.
    persistent
    initiative
    hardworking
    committed
    30s

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