CONTACT CENTER SERVICES NC II

INSTITUTIONAL ASSESSMENT

NAME: __________________________________ DATE: _______________ SCORE: ________

I. ENUMERATION:

1-3. The 3 main units of competencies of TESDA's Contact Center Services NC II qualification/course.
1. ______________________ 2. ______________________ 3. ______________________

4-6. List the Core competencies of Contact Center Services NC II.

4. _______________________________________________
5. _______________________________________________
6. _______________________________________________

II. MULTIPLE CHOICE: Grammar: Select the letter of the correct answer.

7. If your father ___________ (see) you there, he will get very angry.
A. had seen C. saw
B. sees D. see

8. I know he didn’t thank you, but he _____ have done so.

A. must C. would
B. may D. should

9. If you’d come to the theatre last night, you _____ the play.
A. would enjoy C. would have enjoyed
B. had enjoyed D. will enjoy

10. She________ very beautiful, because everybody said so.

A. should have been C. was to be
B. must have been D. should be

11. He wrote the programme _____. He is very clever.

A. by his own C. on himself
B. on his own D. by his ownership

12. "Where have you put my keys?" "I clearly remember _____ them on the table last night."
A. to leave C. did leave
B. left D. leaving

13. I wouldn’t mind _____ tonight.

A. to go out C. going out
B. go out D. to going out

14. I can't say for sure, but I think she......back to Guatemala.

A. may gone C. should to go
B. might gone D. may have gone

15. I thought you _________ .

A. were going to have lunch with us. C. will to have lunch with us.
B. go to have lunch with us. D. have gone to have lunch with us.

Trainer: Raquel C. Dela Guardia

16. If you get bored, call me ______ you like, and we can go for a drink.
A. whenever C. always
B. soon D. whatever

17. There _______ spectators at the match.

A. were no C. were any
B. weren't no D. were not

18. They weren’t invited to the party, and nor _____ I.

A. weren’t C. were
B. was D. wasn't

19. You live upstairs from me, _____

A. do you? C. don't you?
B. are you? D. didn’t you?

20. He goes to work ___ taxi.

A. by taxi C. with taxi
B. on taxi D. in taxi

21. “______ have they been living in Paris?” “Only a few months”
A. How long C. What time
B. How long time D. For how long

22. I’ve lost my keys. I can’t find them ______.

A. anywhere. C. everywhere.
B. nowhere. D. somewhere.

23. Choose the correct sentence below.

A. Mary usually drives carefully. C. Mary carefully usually drives.
B. Mary carefully drives usually. D. Mary usually carefully drives.

24.Choose the correct sentence below.

A. What’s like the weather? C. What’s the weather like?
B. How’s the weather? D. How the weather is?

25. I have class ______.

A. on Mondays C. at Mondays
B. in Mondays D. by Mondays

26. I haven't got ......

A. no brothers or sisters C. any brothers or sisters
B. brothers or sisters D. some brothers and sisters

III. MULTIPLE CHOICE: Contact Center: Select the letter of the correct answer

27. An _______ is one that a customer initiates to a call center or contact center.
A. Inbound call C. Blended
B. Outbound call D. None of the above

28. Sales, Survey, Collections are examples of: (Select one)

A. Inbound contact center services C. Inbound and Outbound contact center services
B. Outbound contact center services D. None of the above

Trainer: Raquel C. Dela Guardia

29. One of the 7Cs which denotes communicating what you want to convey in least possible words without forgoing the other
C’s of communication (Select one)
A. Clear C. Concise
B. Concrete D. Courteous

30. Characteristic of communication where all points are connected and relevant to the main topic, and the tone and flow of the
text is consistent. (Select one)
A. Clear C. Correct
B. Complete D. Coherent

31. What do we call the path that a conversation follows and how a conversation is handled? (Select one)
A. Empathy C. Call flow
B. Call greeting D. Close the call

32. What is the skill of a Call Center agent involving superior written and verbal communication skills? (Select one)
A. Clear and effective communication C. Team player
B. Adaptability D. Empathy

33. How is the call flow started? (Select the best answer)
A. A customer calls the Contact Center
B. A customer sends an email to the Contact Center
C. A customer contacts using the chat screen available on the website
D. All of the above

34. It is a brief summary of personal, educational, professional experiences used for job applications.
A. Resume C. Character reference
B. Curriculum vitae D. Autobiography

35. It is a detailed summary of professional and educational histories used for job applications. (Select one)
A. Resume C. Character reference
B. Curriculum vitae D. Autobiography

36. A part of being prepared in an interview pertaining to your wardrobe. (Select one)
A. Preparing as early as possible C. Dress appropriately
B. Leave your mobile phone behind D. All of the above

37. A type of interview method some companies use to screen applicants involving voice and video. (Select one)
A. Versant interview D. Call Video interview
B. Berlitz interview
C. Face to face interview

38. What do you call the first person who directly get in touch with customers and is responsible to handle their inquiries?
A. Supervisor C. Quality Analyst
B. Agent D. Trainer

39. Step in the call flow where the agent recaps what has been discussed and agreed allowing the customer to confirm that they
are fully aware of any arrangements made.
A. Probe/Probing C. Summarize
B. Open the call D. Close the call

40. It is the crucial part of the call where the agent sets the tone/mood of the call and establish rapport with the customer.
A. Open the call C. Verify the account
B. Authentication D. Close the call

41. Step in the call flow where the agent determines what the customer is calling about. (Select one)
A. Offer C. Provide action/resolution
B. Identify the customer’s issue D. summarize

42. In a call center, this is a line of people waiting to be handled, usually in sequential order starting at the beginning or top of the line

Trainer: Raquel C. Dela Guardia

or sequence.
a. feed line c. grumble line
b. first-order logic d. queue

43. This is a central point in an enterprise from which customer service interactions are managed via phone, fax, email and other
channels.
a. data center
b. contact center
c. network operations center
d. Information Technology Information Sharing and Analysis Center

44. This is properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow
up with a second call.
a. e-support c. automatic repeat request
b. first call resolution d. Quality of Service

45. This is a software-enabled technique that allows a call center representative to interact with a customer by taking over the
customer's computer to show them something.
a. remote wakeup c. Remote Method Invocation
b. collaborative browsing/remote session d. show control

46. This is the ability of a machine or program to recognize and carry out voice commands or take dictation from customers, often
resulting in call center cost savings.
a. brain-machine interface c. smart matter
b. collaborative robot d. speech recognition

47. This is a form of electronic support, allowing customers to access information and perform routine tasks over the Internet, without
requiring any interaction with a customer service representative of an enterprise.
a. Web self-service c. self-scanning checkout
b. remote-control software d. self-assembly

48. What should the customer service representative do when a customer is yelling?
a. Yell back at them c. Sound anxious
b. Not respond and hang up d. Keep a calm, lower tone to calm the customer do

49. What is customer profiling?

a. Reporting customer data to government agencies
b. A customer filling in a profile online
c. Using customer data to determine an overall company marketing campaign
d. Using a series of data points to place customers into groups and tailoring their experience with your company

50. Which of the following is a customer need?

a. Premium pricing
b. Experienced management
c. Friendly customer service
d. Growing financial performance

51. What would be a good opening line in replying to an irate customer’s email?
a. Please call customer service.
b. We are glad you are enjoying our product/service.
c. Thank you for your email, we are sorry to hear about the problem you have.
d. We will get back to you within 7 days.

52. What would a monotone and flat voice indicate to a customer?

a. The person is energetic and wants to help.
b. The person is bored and uninterested in the conversation.
c. The person is angry.
d. The person doesn’t believe what they are hearing.

53. What is meant by a “care token”?

Trainer: Raquel C. Dela Guardia

 a. To handle customers who are not happy with the company “with care”
b. A gesture made by the company to retain a customer after his/her having experienced bad customer service
c. A gesture made by the company as a last resort to get the customer to leave
d. A bonus to exceptionally good customer service agents

54. What is the first step in dealing with a customer when he/she is irate?
a. Tell him/her to be quiet and listen.
b. Tell him/her to call back when he/she has calmed down.
c. Ask the customer what can be done to solve the problem.
d. Let the customer give vent to his/her feelings and do not try to interrupt him/her.

55. Which of the following would a customer not expect from a customer service agent?
a. Discretion b. Rudeness c. Effectiveness d. Authenticity

56. Which of the following would be a measurable aspect of customer service?

a. The number of products sold
b. An overall customer satisfaction rating of 90%
c. How displeased customers are in general
d. A profit margin of 30%

57. Which of the following would be the best way to offer customer service online?
a. To make a form people can submit available online
b. To supply answers to FAQs online
c. To make live chat with company representatives available 24/7
d. To make company phone number available online

58. What is meant by inflection?

a. The accent you talk in, depending on your country
b. The highs and lows of your voice, which let the customer know how interested you are in talking to them
c. The pace at which you speak, which lets the customer know if you are in a rush or not
d. The general attitude you convey to a customer

59. What should be said to a customer when putting them on hold?

a. Say nothing. Just put them on hold.
b. Say “just a minute”; then put them on hold.
c. Ask them first if it is okay to put them on hold for a a couple of minutes (state the duration if possible)
d. Tell them they need to hold for several minutes.

60. What does a customer with a problem expect from a customer service representative?
a. Discounts and coupons
b. The management’s commitment to the growth of the firm
c. An aggressive tone
d. Understanding and Resolution

IV. Essay: Your answer should be narrative.

What have you learned from this (Contact Center Services NC II) training? [20 points]
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________

Trainer: Raquel C. Dela Guardia

_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________

V. Call Simulation / Mock Call

The Rubric below will be used to assess the student's performance during a call simulation.

Score: ____

Comments:_____________________________________________________________________________________
________________________________________________________________________________________________
________________________________________________________________________________________________

Trainer: Raquel C. Dela Guardia