Customer Engagement Operation (cluster 1)

A vibrant and engaging illustration depicting a customer engagement representative in a modern office setting, interacting with a client over the phone, with symbols representing customer service, technology, and communication.

Customer Engagement Operation Quiz

Enhance your knowledge about customer engagement operations with our comprehensive quiz designed for aspiring agents!

Test your understanding of key concepts in:

OHS regulations
Effective communication
Workplace safety
Hardware and software knowledge

28 Questions7 MinutesCreated by EngagingVoice234

The customer engagement agent must follow and comply with the following regulations EXCEPT

Share customer confidential information with friends

Adhering to schedule

Meeting quality targets

Follow data management procedures

All customer engagement operation representative should understand all the following EXCEPT

Telephone and computer system

Internet and intranet

OHS regulations

Vending machines

Your image can be seen as the way that you dress, speak and respond to others. All of the following are good appearance and dress code

Maintain professional look

Agent should be clean and neat

Poor hygiene

Positive image

Yvonne is speaking to a client over the telephone but the client does not understand her language very well. Which of the following techniques Yvonne should NOT do ??

Utilize active listening

Replace difficult words with simpler ones

Demonstrate concern

Speak more softly

All of the following are key qualities of being a customer engagement agent EXCEPT

Competent

Eccentric

Supportive

Active listening

The main reason for safety regulation procedures is to :

Provide training

Prevent accidents

Improve work production

Develop workforce

Customer support agents should follow all the following directions and guidelines EXCEPT

Employment policies

open email from unknown sources and spam

Training manuals

Product user guide

All the following are consequences of not following directions EXCEPT

Contract termination

Decreased morale

Loss of business

Promotion

Which of the following is NOT an input device ?

Mouse

Track-ball mouse

Monitor

Headset

A written statement by an employer stating the company's commitment for the protection of the health and safety of employees and the public

Lab rules

Safety policy

Internet protocol

Anti discrimination policy

Mr Lee has a presentation to make to a group of BPO investors. Which of the following devices should be used to do the presentation?

Printer

Fax machine

Multimedia projector

Monitor

What do we call pressing the mouse button twice in rapid succession??

Double click

Right click

Click

Selecting

Computer hardware is made up of three types of hardware, which listed below is not a piece of computer hardware

Internal periphals

External periphals

Software

System unit

What is the name of the OHS mechanism above

Use handrail sign

Wet floor sign

Sprinklers

Emergencyn exit

Workplace communication include all the following EXCEPT

Nonverbal meanings

Active listening

Supportive

Discrimination

Which statement best explain effective communication ?

Following directions from supervisor

Two way sharing process

Sending emails

Using forums and messaging boards

When processing information with computer there are four main actions undertaken, which is the correct order

Input, output, processing, storage

Output, processing, storage, input

Input, processing, storage, output

Input, storage, output, processing

All the following are features of the world wide web EXCEPT

E-mail clients

Video conferencing

Blogs

Kps

All of the following are stressors on the job EXCEPT

Lack of resources

Over-supervision

Harassment

Promotion

This industry that involves the contracting of operations to a thrid party service provider

Bpo

Sugar

Jps

Jnn

They set the relevant standards and legislation as how the bpo industry in Jamaica should run

BPIJ

BPAJ

OSH

CIBC

All the following are common OHS effects in customer engagement firm EXCEPT

Musculo-skeletal

Eye strain

Hygiene

Fire extinguisher

What should the customer engagement operation agent record when reporting an OHS issue

Date and time

Name of person/s involved

Witnessess

Security procedures

A software program that you can use to find web sites, web pages and internet files is called a:

Search engine

Web browser

World wide web

If you bring a file from a website onto your computer, that is called a

Download

Browsing

Upload

Customer Engagement Operation (cluster 1)

Customer Engagement Operation Quiz

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