Customer Support / BPO

Applies to: Voice Process, Chat Process, Tech Support, Call Center Execs, Team Leaders, etc.

1 / 15

What does BPO stand for?

2 / 15

Which of these is a key skill for a customer support executive?

3 / 15

What should you do when a customer is angry?

4 / 15

Which of these is an example of a support ticketing system?

5 / 15

What does "First Call Resolution (FCR)" mean?

6 / 15

What’s the ideal average handling time (AHT) goal for most BPOs?

7 / 15

What is the purpose of a knowledge base in support?

8 / 15

Which of these is a soft skill expected in customer support?

9 / 15

Which metric measures customer happiness after support interaction?

10 / 15

What is the function of a call disposition?

11 / 15

What is the full form of SLA in support operations?

12 / 15

Which of these best describes “empathy” in customer service?

13 / 15

What is the difference between inbound and outbound calls?

14 / 15

What does IVR stand for?

15 / 15

Which strategy improves support quality over time?

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