1.

Which of the following best analyzes the nature of the products and services provided by this contact center that
offers troubleshooting, billing inquiries, upselling, and returns?
A. The contact center focuses solely on inbound customer service tasks.
B. The contact center combines technical support, customer care, and sales services.
C. The contact center exclusively handles sales-related tasks.
D. The contact center only manages customer complaints and issue resolution.
2. A contact center agent receives the following customer feedback after a call:
"The agent listened to my concerns and answered all my questions, but the tone sounded rushed, and I didn’t feel
valued."
Based on this feedback, which of the following is the most appropriate evaluation of the agent’s interactive
communication skills?
A. The agent demonstrated excellent listening skills but needs to improve tone and empathy to enhance
customer satisfaction.
B. The agent needs to improve knowledge of the product since the customer was not fully satisfied.
C. The agent excelled in resolving the issue, so tone and empathy are not critical in this situation.
D. The agent should focus solely on reducing call duration to improve overall performance.
3. A call center agent’s performance matrix shows a high average handling time (AHT) but a low customer
satisfaction score (CSAT). As a team leader, which action would you take to address this issue?
A. Provide training on time management and call resolution techniques.
B. Increase the agent's workload to improve efficiency.
C. Reward the agent for having high AHT despite low CSAT.
D. Ignore the metrics since AHT is not important.
4. Which of the following is an example of addressing a customer's need for efficiency in a contact center?
A. Resolving a customer’s issue as quickly as possible, even if it means sacrificing quality.
B. Asking the customer to explain the issue in great detail without interruption.
C. Offering the customer multiple solutions and allowing them to choose the best option.
D. Directing the customer to a series of automated messages without a live agent.
5. A client contacts your team with a complex issue about their account not syncing with your system. What is the
best approach to meet the client’s needs?
A. Immediately escalate the issue to a supervisor without further inquiry.
B. Apologize for the inconvenience, gather detailed information, and troubleshoot the issue.
C. Ask the client to provide an email and wait for a follow-up response.
D. Offer a general solution based on previous cases to resolve the issue quickly.
6. Why is empathy important when addressing a customer’s need for support in a contact center?
A. It helps to resolve the customer’s issue more efficiently by cutting the conversation short.
B. It builds trust and assures the customer that their concerns are understood and valued.
C. It minimizes the need for follow-up calls and escalations.
D. It allows the agent to avoid the need for detailed solutions or explanations.
7. It refers to the ability to actively listen, question appropriately, provide feedback, and use the skills outlined to
build customer relationships.
A. Business acumen C. Interpersonal communication
B. Cross selling D. Change management
8. These are heavy users of knowledge management systems for solving problems and issues regarding a product.
A. Academic instruction C. Directory
B. Booking D. Technical Support
9. It requires you to have the fundamental sincerity to help others. This skill is known as
A. professionalism C. desire to solve problem
B. communication D. great listener
10. An agent frequently interrupts customers while they are explaining their issues to quickly offer solutions. This
behavior has led to the following feedback:
"The agent solved my issue, but I felt rushed and not properly heard."
Which of the following best analyzes the root cause of the negative feedback?
A. The agent is not confident in providing accurate solutions.
B. The agent prioritizes speed over effective customer interaction.
C. The agent has poor technical skills and lacks product knowledge.
D. The agent is following company protocols for faster resolution.
11. It means you need to be a patient and calming influence when interacting with customers at all times.
A. professionalism B. communication C. desire to solve problem D. great listener
12. What is the first thing you should say when answering a customer call?
A. "Hello, who is this?" C. "Thank you for calling [Company Name], how may I assist you?"
B. "Thanks for calling! Have a great day! D. "Please hold for a moment"
13. Which of the following is an example of proper phone etiquette?
A. Interrupting the customer to speed up the call
B. Speaking clearly and using a friendly tone
C. Eating or drinking while talking to a customer
D. Using slang or informal language
14. How does outsourcing call center services to a BPO benefit companies financially?
A. It reduces labor costs and operational expenses
B. It increases expenses due to higher agent salaries
C. It eliminates the need for customer service
D. It has no financial impact on the company
15. If a call center has a low First Call Resolution (FCR) rate, what does this indicate about its performance?
A. Customers’ issues are not being resolved effectively on the first call
B. The call center is highly efficient
C. Customers do not need follow-ups for their concerns
D. Agents are resolving all inquiries in one interaction
16. A customer calls a contact center to dispute an unauthorized transaction on their credit card. Which industry
does this situation apply to?
A. Telecommunications C. Travel and Hospitality
B. Retail and E-commerce D. Banking and Financial Services
17. “Your concerns are completely valid, and I would feel the same in your situation.”
The statement implies.
A. giving responsibility C. empathy
B. empowering staff D. controlling of situation
18. Which metric best helps analyze an agent’s efficiency in handling calls?
A. Average Handle Time (AHT) C. Customer’s Mood
B. Hold Time D. Number of Calls Transferred
19. An agent has a high number of escalations. What does this suggest about their performance?
A. The agent struggles to resolve issues independently
B. The agent is handling a large number of calls
C. The agent is following the proper call transfer protocol
D. The agent is performing exceptionally well
20. An agent needs to transfer a customer to another department. How should they properly apply phone etiquette?
A. Explain the reason for the transfer and introduce the customer to the next agent
B. Transfer the call immediately without providing any details
C. Tell the customer to call another number instead of transferring
D. Place the customer on hold indefinitely