Grade 10 ICT Q4 March 24, 2025
Quiz by Lezly Ramiro
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- Q1
Call center managers use __________ which is a set of measurements to quantify performance and results.
METERS
METER
METRICS
30s - Q2
There are _______types of call center performance metrics
5
2
4
3
30s - Q3
____________________________refers to calls per hour, average call time, time between calls, etc.
Both
Quantitative
Qualitative
30s - Q4
It refers to content, style, adherence to policies etc.
Qualitative
Both
Quantitative
30s - Q5
_____________ metrics in a call center measure how effective agents are in using their time and how efficient they are in maintaining the balance of the various aspects of their jobs.
Users re-arrange answers into correct orderJumble30s - Q6
ACD stands for _________________________
automated call distributor
automated cash distributor
automatic call distributor
30s - Q7
The one incharge of the quality monitoring program keeps track of the metrics generated is ______
ADB
CDA
ADC
ACD
30s - Q8
This attempt to determine customer satisfaction with the support received by phone.
Call center
Call duration
Call quality
Call representative
30s - Q9
These are those elements that should be included in every call, by every representative
Overall Criteria
Objective Criteria
Standard Criteria
30s - Q10
This includes elements such as building rapport with customers and using proactive, and service-oriented language.
Overall Criteria
Objective Criteria
Standard Criteria
30s - Q11
CSAT stands for
Users re-arrange answers into correct orderJumble30s - Q12
CSAT is expressed as a percentage between 0 and 100.
Users re-arrange answers into correct orderJumble30s - Q13
Keeping the escalation rate ________ helps boost customer confidence in our products, service, and company, and supports overall customer satisfaction.
Users re-arrange answers into correct orderJumble30s - Q14
helps organizations track the efficiency with which their representatives are able to resolve customer issues.
Users re-arrange answers into correct orderJumble30s - Q15
__________________ helps organizations track the average amount of time spent in resolving customer issues.
Remaining Time
Actual Time
Resolution Time
30s