QUESTION: 13

What is the correct formula for calculating the percentage of abandoned calls received at the help desk over a period of time? (Choose 1)

The total number of calls abandoned divided by total calls answered x 100.
The total number of calls abandoned minus total calls answered x 100.
The total number of calls abandoned divided by total number of calls x 100.
The total number of calls answered minus total calls abandoned x 100.

Answer(s): C

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QUESTION: 14

What are two benefits of having service continuity sites? (Choose 2)

The risk of the business failing is reduced/ removed.
Service levels can be maintained.
Personnel are transported in and out as required.
They are located close to the company headquarters.
Staff requirements are taken into account.

Answer(s): A,B

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If a customer starts insisting on always speaking to the same analyst when the team procedures state that the analyst who receives a call takes ownership, what is the most effective action to take to prevent this happening in the future? (Choose 1)

Tell the customer you will discuss their problem with the analyst they requested later on in the day.
Tell the customer the analyst is busy on a project, but they can hold on if they like.
Assure the customer that you are competent and can handle their call just as well as your colleague.
Advise the customer that speaking to you instead will provide a faster service than if they waited.

Answer(s): D

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QUESTION: 16

When communicating with a customer, it is best to avoid _____. (Choose two)

Use of slang.
Apologies.
Empathising.
Technical terms.

Answer(s): A,D

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QUESTION: 16