SAN PEDRO TECHNOLOGICAL INSTITUTE

Crismor Ave., Elvinda Village, San Pedro City, Laguna

Contact Center Services
LONG QUIZ
INTRO TO CONTACT CENTER

NAME: _________________________________ DATE: _________________________

SCORE: _____________

I. Multiple Choice: Box the letter of the best answer.

1. This is repeating the customers concern in your own words is called?

a. Paraphrasing b. Empathy c. Clarity d. Authentication
2. This is asking the customer further questions to help identify the solution.
a. Paraphrasing b. Probing c. Rapport d. Interrupting
3. This is also called, “exceeding customer expectation”
a. Going the extra mile b. Probing c. Rapport d. Closing
4. It is a manifestation if you know what to do, how you do the work, punctuality and meeting deadlines
a. behavior b. attitude c. professionalism d. diligent
7. Using questions appropriately and correctly as follow-up to gather more information about the customer’s
concern.
a. Paraphrasing & Summarizing b. Clarifying and Probing
8. The act of releasing a call, making excuses, transferring the call to the wrong department without permission is
often called ___________.
a. Call Handling b. Call Manipulation c. Call Releasing d. Call Avoidance
9. This is a central point in an enterprise from which customer service interaction are managed via phone, fax, email
and other channels.
a. Data center b. contact center c. call center d. network operations center
10. This is the ability of a machine or program to recognize and carry out voice commands o dictation from
customers, often resulting in call center cost savings.
a. Brain-machine interface b. collaborative robot c. speech recognition
11. 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 first call resolution c. quality of service d. repeat request
12. They are the type of customers who are detail-oriented and always motivated by accuracy.
a. Assertive b. analytical c. persuasive d. make-believe
13. These are the types of customers that are motivated by actions and results
a. Assertive b. analytical c. persuasive d. make-believe
14. It is a centralized office that is used to receive a large volume of calls.
a. Contact center b. call center c. agency d. assembly
15. It is developed by US firm Rockwell (the Rockwell Galaxy) to allow Continental Airlines to run a telephone
booking system in 1973.
a. PABX b. ACD c. IVR d. CTI
16. In what year was the first telephone invented?
a. 1875 b. 1976 c. 1876 d. 1975
17. The _________________ leads to the creation of switchboards.
a. International Call Center b. increasing call center volume c. Russo-Jap war
18. It is the total of Average Talk Time, Hold Time and After Call Work.
a. ANI b. ATT c. ACD d. AHT
19. It is the process where the message is interpreted for its content. It also means that the receiver thinks about the
message’s content and internalizes the message.
a. Encoding b. Decoding c. Communication d. transmission
20. The process if imparting, conveying or exchanging ideas and information either by speech, writing or signs.
a. Information b. Transmission c. Communication d. Decoding
21. This is used to actively provide verbal and non-verbal feedback to the speaker about your understanding of what
is being communicated.
a. Effective Response b. Effective Communication c. Active Listening
22. It decreases the effectiveness of communication
a. Noise b. Channel c. hindrance d. obstructions
23. This is considered to be the final step of the communication process.
a. Decoding b. Encoding c. Channel d. Feedback
II. Identification. Write the correct answers on the space provided.
_______________ 24. Having the ability to bounce back from adversity, setbacks, or a
difficult situation, and not taking the frustration from prior events out on the next
situation

_______________ 25. Possessing the commitment to solve a problem or steering it to

someone who will.

_______________ 26. Having capacity for understanding, being aware of and being
sensitive to the feelings, thoughts and experiences of a
customer.

_______________ 27. Bringing an observable high level of energy or interest to a project

or situation. Demonstrated mainly through tone of voice, words, and body language

_______________ 28. Having the flexibility to effectively deal with different types of customers and situations

_______________ 29. To distinguish from others by peculiar properties

_______________ 30. Providing verbal feedback to the speaker to show that you are listening.

______________ 31. It refers to the form of communication in which message is transmitted verbally.

______________ 32. The sending or receiving of wordless messages. Such as gesture, body language,
posture, tone of voice or facial expressions, is called __________________.

______________ 33. It decreases the effectiveness of communication.

______________ 34. The _______________ is the process by which one formulates an

idea to communicate to another party. This process can be influenced by external stimuli
such as books or radio, or it can come about internally by thinking about a particular subject.

______________ 35. The Philippine Congress passed the ________________ , lowering area requirements for
development and offering tax incentives to attract more foreign investors