Which of the following is NOT an example of typical call center job title?

What does CSR stand for?

What type of call in accordance to customer's needs involves prescreening possible customers or setting up sales calls for sales representatives?

This type of call in accordance to customer's needs allows discussion of a problem related to a product or service provided by the company and offering multiple alternatives to resolve an issue or concern.

Which of these services provides responses to frequently asked customer inquiries or questions (FAQs) through a system that can deliver the answer electronically?

What type of call in accordance to customer's needs deals with documents, application, processes or orders by having agents or CSRs assist the customers in completing or accomplishing certain forms?

Counseling is an assistance that makes use of toll-free telephone service designed to assist callers on matters that may include the physical, mental, emotional or spiritual well- being which are often handled by religious or non- governmental organizations.

Which of these is concerned with verifying customer information by getting, organizing and updating customer telephone numbers and addresses?

It is related with travel bookings.

This deals with hotel bookings, concert ticket reservations, and airline ticket bookings.

This involves online tutorial call centers and other academic institutions that accommodate agents who are capable of teaching specific areas on a real time basis.

Which of these is concerned with knowledge management systems that are designed to address the need for data storage and retrieval systems? With this, data that may be searched easily to find answers to queries are organized.

This deals with troubleshooting of the client’s product.

Which includes services such as calling customers to confirm their valid purchases and use an online customer service system to locate customer information, provide refunds and leave notes?

An example of this is data about compatibility, known issues, where to go to download the appropriate printer drivers, and the likes where in the agent can answer the customer’s question.

All of these are products and services being offered as part of business process outsourcing. Which is NOT?

Working in a team under sales support, the following functions are expected of you, EXCEPT

Billing support and collections are services under ___________________.

What do we mean by customer queries?

The focus on this type of call is more on “procedural” knowledge.

These types of calls rely on a body of factual information.

Which of these is NOT one of the best practices in gathering information in a courteous and professional manner?

One of the best practices in gathering information in a courteous and professional manner is accuracy. What does this mean?

This practice in gathering information in a courteous and professional manner means ensuring a sense of security when collecting customer data.

Which of the following helps increase the ease and efficiency of customers completing their transactions with your brand and improves customer experience?

Which part of the call structure will the CSR thank the customer for calling and mention the name of the company along with the CSR's name?

Specifically, what happens in the second part of the call structure?

What is the third step of the call structure?

What is the fourth step of the call structure?

In the last and fifth step of the call structure, aside from offering extra help and saying goodbye, what else may be be done by the CSR?

What does active listening mean?

According to studies, how much of what we hear can we remember?

All of these are reasons why we listen, EXCEPT __________.

Which of these tips WILL NOT help you become an active listener?

What does it mean to pay attention when listening?

The following are ways on how we may defer judgment. Which is NOT?

How can we respond appropriately?

What are external barriers?

What are internal barriers?

Which is an example of external barrier?

Which is an example of internal barrier?

Which of these is a benefit of developing active listening skills?

Which DOES NOT state a benefit of active listening skills?

These are intended to help the presenter think more deeply about the issue at hand.

Which of the following is a tip to help you formulate good probing questions?

These refer to exact phrase/s or direct passage of a sentence or more.

This refers to your own version of what the customer told you and it is an effective way of checking if you and the customer are on the same page because it assures the customer that you listened to their concerns and have understood them.

It means taking the main idea from a source.

Which of the following is a helpful tip when paraphrasing the message or statement of the customer?

Which of these is CORRECT about paraphrasing?