SNO DEPT Question CHOICE1 CHOICE2 CHOICE3 CHOICE4 ANS

In case customer wants to avail NON-RMN service through IVR, what is the sequence
of inputs to be entered?
1 Contact Centre a) 10 digit registered mobile number a, b, c a, c, b b, c, a c, b, a 1
b) Full DOB
c) last 4 digits of the account number
Contact Centre has acquired two new easy-to-remember Toll-Free numbers - 1800
2 Contact Centre 1800 4321 1800 2200 1800 2100 1800 112211 3
1234 & (?)
3 Contact Centre Can Contact Centre provide loan balance and EMI details to third party? Yes No Maybe Service not available 2
No, service is not provided by
4 Contact Centre Can a customer apply for Cheque Book through Contact Centre? Yes, through IVR Yes, through agent Yes, through IVR as well as agent Contact Centre,Customer has to 3
contact the Branch
A replacement card can be issued through Contact Centre IVR/Agent against a card
5 Contact Centre 1 2 3 6 4
blocked during the last __ months.
Contact Centre agents answer customer queries/provide services using which of the
6 Contact Centre CRMNext CBS SBI Times None 1
Bank's applications?
What benefits do the newly acquired Toll-Free numbers of Contact Centre offer to
7 Contact Centre Easy to remember Faster connectivity Better experience All the above 4
customers?
8 Contact Centre Which particular type of services are placed in the very beginning of IVR? Account related Card and Cheque Book related Block ATM Card, UPI & INB Complaint related 3
What is true in respect of the IVR services available at the Contact Centre?
a) Services are available to all CIFs linked to a single number
9 Contact Centre b) Services are available only to one CIF linked to a single number a only a & c only c & d Only d only 2
c) Services are available also to the non-registered numbers
d) Services are not available to non-registered numbers
10 Contact Centre Dedicated Toll-Free number for reporting Unauthorised transactions is: 1800 11 22 11 1800 42 53 800 1800 11 11 09 All the above 3
11 Contact Centre Toll free number(s) for Contact Centre is / are: 1800 1234 1800 2100 1800 112211 All the above 4
12 Contact Centre Customer can generate Green PIN for ATM through Branch as well as______________ Contact Centre GITC ATM Web None 1
13 Contact Centre Contact Centre services are available to the customers: During Bank’s working Hours 24x7x365 When Bank is closed None 2
14 Contact Centre Staff misbehavior complaint can be lodged by: Contact Centre Branch Both None 3
15 Contact Centre What is the dedicated toll-free number for YONO: 1800 11 11 01 1800 111109 1800 110001 1800 110009 1
16 Contact Centre Contact Centre helps the branches in: Reducing footfall at Branches Increase business Increase profit All the above 4
17 Contact Centre Which are the other operations carried through Contact Centre: Soft Recovery Lead Warming Email responses All the above 4
18 Contact Centre The number of languages being handled by Contact Centre is: 12 14 16 18 1
19 Contact Centre IVR is an acronym of: Internal Verification Response Interactive Voice Resolution Interrogative Voice Resolution Interactive Voice Response 4
Bank officers are deployed at the Contact Centre sites for resolution of customer
20 Contact Centre Hybrid Call Centre Hybrid Customer Care Hybrid Contact Centre Home Customer Centre 3
queries in:
21 Contact Centre The expanded form of ITFN is Indian Toll-Free Number International Toll-Free Number Internet Toll-Free Number None 2
22 Contact Centre When caller dials Contact Centre Toll Free number, IVR first asks for selection of: language Entering the RMN Enter the Account Number Enter the ATM Card Number 1
Which of the following is not among the languages in which calls are answered by the
23 Contact Centre Tamil Odiya Punjabi Urdu 4
contact centre Customer Service Representatives
24 Contact Centre When was Contact Centre operations started by SBI 2005 2009 2012 2021 1
Blocking of (i) ATM Card,INB &
UPI, (ii) Card re-issuance &
Customer resolving his/her own
The SBI Wealth Management team dispatch status, (iii) cheque book Contact Centre agent assisting the
25 Contact Centre What is the meaning of Self-Service in the context of Contact Centre: issue through a digital channel like 3
serving the customer request and (iv) requesting customers over call
YONO or INB
interest certificates can be done by
the Customer through IVR
Can a customer know his PPF account balance if he enters the last 4 digits of account
26 Contact Centre Yes No available for last 05transactions available for last transaction 2
number on recorded voice system?
27 Contact Centre Is it possible to block UPI and INB through Contact Centre? Yes, through IVR Yes, through IVR & agent Service will soon be available Only ATM card blocking is available 2
Bank's name comes with Red colour Bank's name appear as verified Bank's name is shown in white
28 Contact Centre Whitelisting of Contact Centre outbound number with Truecaller involves: Bank's name is not shown 3
background business Background
Home, Personal, Auto & Education
29 Contact Centre Analytical models for Pre-delinquency calling are adopted for: Personal & Education Loans Home, Personal, Auto & Agri Loans Home, Auto & sme Loans 4
Loans
30 Contact Centre What is not a part of the marketing/awareness campaign being run by Contact Centre? Branch standees & posters Newspapers Calling Bank customers SMS campaign 3
31 Contact Centre What is the tagline of the marketing strategy of Contact Centre? Banking as easy as 1-2-3-4 The Banker to every Indian With you, all the way Brand New Contact Centre 1
32 Contact Centre Interest Certificate is available only for which type of loan accounts Education loan Home Loan Both 1 & 2 None of the above 3
33 Contact Centre TDS & Deposit Interest Certificate is available only for which type of deposit accounts Recurring Deposit only TDR & STDR both SB Deposit All the above 4

He can stop his cheque by simply

If a customer wants to stop the cheque issued by him beyond business hours of the He has to call the branch official He can email his request to the
34 Contact Centre calling the contact centre over its He can do so by login in onlineSbi 1
Bank, what he can do to stop his cheque? over his mobile number branch over its official email address
Tollfree numbers

Customer can get his account statement by registering his email ID & mobile number
35 Contact Centre 03 months account statement 06 months account statement 12 months account statement All of the Above 4
in CIF through Contact Centre Helpline numbers 18001234 or 18002100
36 Contact Centre Home loan, Education Loan & Deposit Interest Certificate are available for current financial year previous financial year last 02 financial years option 2 & 3 are correct 4
What is the dedicated toll-free number for SBI Senior Citizens & Differently abled
37 Contact Centre 1800 88 88 1800 11 11 09 1800 11 22 11 1800 42 53 800 1
customers
 Can get the updated delivery status
He can get it issued by calling 1800
38 Contact Centre Customers cheque book issuance related issues can be resolved by following means of cheque book through 1800 1234 Both 1 & 2 None of the above 3
1234 or 1800 2100
or 1800 2100
Dispatch status of latest Cheque
39 Cheque book related services through Contact Centre are Cheque Book Issuance Stop Cheque All of the Above 4
Book
Can get the updated delivery status
He can get it issued by calling
40 Contact Centre Customers Debit Card issuance related issues can be resolved by following means of debit card through 18001234 or Both 1 & 2 None of the above 3
18001234 or 18002100
18002100
New Debit card Issuance Card Block Debit Card Dispatch Status
Card Block Debit Card Re-Issuance Debit Card Block
41 Debit Card Related services available through Contact Centre None of the above 3
Debit Card Re-Issuance ATM Green PIN Debit Card Re-Issuance
ATM Green PIN Cash credit account details ATM Green PIN
42 Contact Centre Which of the following service is most cost effective to the Bank? IVR services Agent Services Transaction Services at Branches All of the Above 1
Contact Centre provides support to the NRI customers through its ITFNs which are
43 Contact Centre 15 ITFNs spread over 16 countries 17 ITFNs spread over 18 countries 18 ITFNs spread over 19 countries 19 ITFNs spread over 20 countries 4
spread over different geographical locations of the world
Contact Centre responds to emails received from the customers through following
email IDs
44 Contact Centre (a) customer@sbi.co.in option a only option b & c only All a,b & c None 2
(b) contactcentre@sbi.co.in
(c) customercare@sbi.co.in
45 Contact Centre Unauthorised Transaction Helpline launched at Contact Centre on 2015 2016 2017 2018 4
46 Contact Centre Dedicated Toll-Free number for High Networth Individuals(HNI) customers is: 1800 1234 1800 89 00 1800 2100 1800 88 88 2
If customers experience high waiting time while calling Contact Centre, through which
47 Contact Centre Call Back option Call Waiting option Call Forwarding option Call Again option 1
option Contact Centre Agents will call customers back for resolving their queries
Call Back option is offered to the caller after how many seconds in case of high
48 Contact Centre 60 Sec 120 sec 240 Sec 360 sec 1
Average Handling Time (AHT)
Contact Centre agents provide handholding support to customers for onboarding on
49 Contact Centre YONO INB Both A & B None of the above 3
Bank’s digital channels through
Pre-recorded Voice Blast reminders are sent to Pre-delinquent customers identified
50 Contact Centre T-3 days T-10 days T-20 days All of the Above 4
using Early Warning Signals by Contact Centre___days before EMI due date
This service is the cheapest in terms of cost, most of the customers benefit from 24X7
Services through Hybrid Contact
51 Contact Centre availabilty of this service and results into significant increase in customer satisfaction. IVR services Agent Services Services at the Branches 1
Centre
Which service is this?
Sequence of keys to be pressed for Blocking of ATM card,UPI & INB -
0 for language selection;
1 for Atm card Blocking;
52 Contact Centre 0, 1, 2, 3 & 9 4
2 for UPI blocking; 0, 2, 1, 3 & 9 0, 9, 1, 3 & 1 0, 1, 3, 2 & 9
3 for INB blocking &
9 for Agent transfer
Top three Non-financial services availed by the Customer through Contact Centre are
a.Account Balance & Account Statement
b.Debit Card related services
53 Contact Centre Option a only Option b only Option C Option d 4
c.Cheque Book issuance
d.Home Loan Interest Certificate.
Which one is incorrect option?
Increase in call volume (account balance & statement services) through contact centre
54 Contact Centre can result in reduction of the following services availed by the customer at the Balance enquiry over the counter Passbook update footfall at the Branch All of the Above 4
Branches
Account Statement & Last 05 txns through SMS/email available for
a] Individual Customers & not for non-individual customers
55 Contact Centre b] P-segment Saving Bank Customers option a only Option b only Option c only All the options are correct 4
c] Current Account Customers
d] Staff Overdraft account
Account statement is available to the customers in respect of accounts having
following Modes of operations:
56 Contact Centre a] Single ownership accounts including minor accounts option a only Option b only Option c only All the options are correct 4
b] Accounts operated on "Either or Survivor"
c] Accounts operated on "Anyone or Survivor"
To get Account Balance / Statement via SMS / email through IVR option, customer First four digits of account Second four digits of account
57 Contact Centre Last four digits of account number None of the above 3
has to input which four digits of his account number number(1to4) number(5to8)
IVR will announces the dispatch status of the latest card issued against your account
58 Contact Centre In last 01month In last 03months In last 06months In last 12months 2
and will send by sending an SMS to your registered mobile number
For knowing Account Balance & having Account Statement through SMS / email,
59 Contact Centre 1 2 3 4 1
customer has to key in ___ after selecting Account Balance & Statement option in IVR
For knowing Debit Card dispatch status, caller has to key in ___ after selecting ATM
60 Contact Centre 1 2 3 4 2
Card & Cheque book related services
For knowing Cheque Book dispatch status, caller has to key in ___ after selecting ATM
61 Contact Centre 1 3 5 7 3
Card & Cheque book related services

62 Contact Centre For getting TDS & Deposit Interest Certificate through IVR, the caller has to key in ___ 1 3 5 7 2
after selecting "SBI YONO, Internet Banking & Interest Certificate"
 TDS & Deposit Interest Certificate will be sent on the _________in the form of a Registered mobile number through Registered mobile number through
63 Contact Centre Registered email id None of the above 3
Password protected file SMS Whatsapp
Last 05 digits of both registered Last 05 digits of both registered First 05 digits of both registered Last 05 digits of registered mobile
The password combination to open the file received for account statement, TDS
64 Contact Centre mobile number & last 05digits of mobile number & date of birth in mobile number & last 05digits of number & date of birth in ddmmyy 4
Certificate, Deposit Interest Certificate, Home Loan & Education loan Certificate
account number ddmmyyyy form account number form
For Blocking of debit card through IVR, press____after selecting "0" to block your ATM
65 Contact Centre 1 2 3 4 1
Card, UPI & Internet Banking
For Reissuance of debit card through IVR, press _____after selecting "2" for ATM card
66 Contact Centre 1 2 3 4 3
& Cheque Book Related Services
67 Contact Centre
To avail services for card reissuance, date of birth to be entered in form of _________ ddmmyy yymmdd yyyymmdd ddmmyyyy 4
Card reissuance service through IVR is available only for reissuance of cards blocked
68 Contact Centre 1month 03months 06months 12months 3
during previous _____months
For knowing the complaint status through IVR, caller has to key in _____after selecting
69 Contact Centre 3 2 1 0 1
"04" for Loans, Deposits, Feedback & Complants
For availing ATM Switch ON/OFF through IVR, the caller has to key in ______ after
70 Contact Centre 5 6 7 8 2
selecting "02" for ATM card & chequebook related services
Last 4 digits of A/C No Last 4 digits of A/C No Last 5 digits of A/C No Last 5 digits of A/C No
71 Contact Centre For availing ATM Switch ON / OFF through IVR, the caller has to provide input in IVR Last 4 Digits of Card No Last 4 Digits of Card No Last 5 Digits of Card No Last 5 Digits of Card No 4
DoB (In ddmmyy) YoB (YYYY) DoB (In ddmmyyyy) YoB (In yyyy)
In case of customer calling for ATM Card & chequebook related services, the caller
72 Contact Centre 2 3 4 5 3
has to key in last_______ digits of ACCOUNT NUMBER.
In case of customer calling for ATM Card services, after confirming the account
73 Contact Centre number by pressing "01" in IVR prompt, the caller has to key in last _____digits of 4 5 7 8 1
ATM CARD NUMBER.
For modifying the ATM Card Channel (ATM/POS/PG/NFC) LIMIT, the required menu
74 Contact Centre 0, 1 1, 2 2, 6, 2 None of the above 3
options after language selection (in sequence) are
CSAT-Score has been migrated to uniform 4-scale PAGO model. Please identify the
75 Contact Centre Poor Average Good Ordinary 4
incorrect option
76 Contact Centre What is the meaning of AWT? Average Wasting Time Average Waiting Time Average Watching Time Average Worrying Time 2
77 Contact Centre What is the meaning of CSAT index? Customer Satisfaction Index Customer Scoring Index Customer Satifying Index Customer Savings Index 1
78 Contact Centre What is the meaning of CAR? Call Augmented Rate Call Acceptance Rate Call Announcement Rate Call Abandonment Rate 4
79 Contact Centre What is the meaning of FTR in terms of Contact Centre? First time Reject First time Ready First time Resolution First time Right 3
80 Contact Centre What is the meaning of AHT? Average call Handling time Average call Happening time Average call Hammering time Average call Hitting time 1
Average calls made by the Contact Centre to a Customer per month for recovery to
81 Contact Centre 02 calls 04 calls 06 calls 08 calls 2
obtain Promise to Pay
Soft recovery calls are being made Soft recovery calls are being made Soft recovery calls are being made Soft recovery calls are being made
82 Contact Centre What is the meaning of Soft Recovery Calls ? for the post delinquent customers in for the post delinquent customers in for the post delinquent customers in for the post delinquent customers 4
SMA 2, 3 & 4. SMA 5, 6 & 7. SMA 3, 4 & 5. in SMA 0, 1 & 2.
In case of post-delinquent Customers, voice blast will go to the customers immediately
83 Contact Centre 3 days 4 days 5 days 6 days 4
after the slippage in to SMA within _____days.
84 Contact Centre Dedicated Toll Free number for fastag services is 1800 11 00 18 1800 11 00 09 1800 11 00 01 1800 11 20 18 1
85 Contact Centre Dedicated Toll Free number for ITRO services is 1800 425 57 60 1800 425 97 60 1800 425 87 60 1800 425 77 60 2
86 Contact Centre Dedicated Toll Free number for PMJDY services is 1800 11 00 04 1800 11 00 03 1800 11 00 02 1800 11 00 01 1
87 Contact Centre Dedicated Toll Free number for PSB/DSB services is 1800 11 11 01 1800 11 11 02 1800 11 11 03 1800 11 11 04 3
88 Contact Centre Dedicated Toll Free number for GST services is 1800 11 20 14 1800 11 20 15 1800 11 20 16 1800 11 20 17 4
89 Contact Centre Which particular type of services are not available through Contact Centre? ATM Card Blocking INB blocking UPI Blocking Credit Card Blocking 4
How many number of transactions available through IVR/SMS under Account Balance
90 Contact Centre
Services of Contact Centre? Last 5 Last 10 Last 15 Last 25 1
91 Contact Centre Green Pin generated through Contact Centre IVR is valid for a period of _____ 12hours 24hours 36hours 48hours 4
92 Contact Centre Debit card tracking status service provides the caller dispatch status printing status approval status All of the Above 1
93 Contact Centre Debit card issuance service through Contact Centre is available for Fresh issuance Re-issuance Both a & b None of the above 2
Cheque Book issuance through Contact Centre service is available to customers under
94 Contact Centre C&I Non-ind P-seg All of the Above 3
segment
The option for switching ON/OFF different channels (i. e. ATM/OPS/PG/NFC) in debit
95 Contact Centre
card usage is available through which leg of Contact Centre IVR ? Main Menu Option '0' Main Menu Option '2' Main Menu Option '3' Main Menu Option '4' 2
96 Contact Centre Caller can block which credentials while blocking INB through Contact Centre. Account blocking Profile Password blocking Transaction Blocking USER ID 4
CSAT Feedback from the customer for calling over Contact Centre has been obtained sending an SMS over registered
97 Contact Centre Over the IVR Option a or b None of the above 3
by mobile
98 Contact Centre Full range of services are available for RMN & Non RMN callers? RMN only Non RMN only Option a & b None of the above 1
Which setup or service is rolled out by Contact Centre for resolution of complex
customer queries where access to CBS is required?
(a) IVR Service
99 Contact Centre (b) Agent Service a b Both c & d All the above 3
(c) Circle Call Centre Service
(d) Hybrid Contact Centre Service
If a customer wants to know about the contribution made to PPF account last financial
100 Contact Centre year and the date amount was credited, can this information be obtained through Yes No Not Sure Data insufficient 1
Contact Centre?

101 Contact Centre Drop-off calling Voice Blast Analytics-led Outreach All of the above 2
Which one is a sales support activity undertaken by Contact Centre:
In case of post delinquent Customers, Soft Recovery Agent calling will take place from
102 Contact Centre 5th day to 69days 6th to 79days 7th to 89th day 8th to 99days 3
____th day to ____th day.
 Contact Centre calls for cross-selling leads of
(i) Credit Cards,
(ii) Mutual Funds,
103 Contact Centre (iii) Life Insurance, All of the above (i) only (i) & (ii) only None of the above 1
(iv) General Insurance,
(v) Demat
In case of calls made for cross-selling of products, the customer consent is captured
104 Contact Centre INB/YONO OCAS Physically at Branch All of the above 4
through_______. This consent gets stored centrally at CRM
Contact Centre calls the newly opened CSP account holders for
(i) welcome call,
(ii) Information for INB/YONO set up,
105 Contact Centre (iii) Information about the family benefits, (i), (iii) & (v) only (ii) only All of the above (v) only 3
(iv) feedback,
(v) Information about the investment set up
Contact Centre calls the current account customers identified by Analytics Department
for:
106 Contact Centre (i) feedback in case of lesser transactions, (i) only (ii) only (iii) only All of the above 4
(ii) upgradation of variant based on transactions,
(iii) promotion of digital products
Calls from Contact Centre are made to analytical leads of Pre-approved Car Loans
107 Contact Centre (PACL) customers & submit the warmed lead in ________ for final conversion at the CRM OCAS YONO RLMS 1
Branch end
Savings Bank a/c customers likely to
close their account or become Current account customers likely to close Savings Bank accounts customers Savings Bank ac/c customers maintaining
108 Contact Centre Calls from Contact centre are made to customers identified under churn leads by 1
inoperative with significant decline in their a/c interested in cross-selling products high balance in the a/c
Analytics Dept. What are churn leads? the transactions count and amount
CSP customers who have made
Savings Bank ac/c customers maintaining Savings Bank accounts customers investment/ availed loans from other Savings Bank a/c customers likely to close
109 Contact Centre 3
high balance in the a/c interested in cross-selling products banks / Financial Institutions (FIs) to their a/c
Contact centre calls for "SP off us" leads identified by Analytics Dept. What are SP off us leads? cross/upsell

110 Contact Centre Yes No only deliquent accounts only NPA accounts 1
Does the Contact Centre calls the AUCA accounts also?
Call from Contact Centre are made to customers identified under analytical leads of
111 Contact Centre Home Top Up Loans and the warmed lead is updated in ________ for final conversion CRM OCAS YONO RLMS 1
at the Branch end.
Contact Centre facilitates borrowers to pay overdue/EMI amount using UPI, Debit Card,
112 Contact Centre other Bank’s INB through ePay Payment Gateway using a payment link shared by the No Yes borrower can pay only through YONO borrower can pay only through Cash 2
CC agents during the collection’s calls
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