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Professional Development
Professional Development
Ice Breaker Activity (UPE)
10 questions
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- 1. Multiple Choice
AT THE Maxis Sunway Pinnacle Contact Centre, there are no cubicles and no fixed seating. Instead, there is a lot of open space. True or False?
True
False
- 2. Multiple Choice
We have ______ Contact Center Consultants working _______ here at the Maxis Sunway Pinnacle Contact Center, including those manning our online assisted channels.
700; 24/7
358; from 9am to 6pm
1000; 24hrs
520; from 8am to 12am
- 3. Multiple Choice
Delivering on these customer demands have proven to be a challenge in Contact Centers EXCEPT:
Keeping promises
Wrong Information
Single Point of Contact
Quick response time
- 4. Multiple Choice
Maxis Contact Centre in Sunway Pinnacle manages all queries/transaction for below customer types EXCEPT:
Consumers and Business Enterprise
Home Fibre
Prepaid
Queries from the media
- 5. Multiple Choice
Directing customers to the Maxis App using targeted information leads to significant call volume reduction. True or False?
True
False
- 6. Multiple Choice
The following are the best practices to improve contact center consultant utilization EXCEPT:
Monitor adherence to scheduled breaks
Manage seasonal planned leaves
Manage productivity through real time monitoring
Large amount of time spent on coaching, training and/or briefings
- 7. Multiple Choice
The following calls can be moved to online self-serve and interactive voice response utilization EXCEPT:
Account-Related
Data Usage
Plan or Contract Termination
Mobile Internet
- 8. Multiple Choice
The following are self-service channels which contact center consultants aggressively encourage our customers to opt for EXCEPT:
Visual Interactive Voice Response and Self-Diagnostics
Online Payment & Reloads
Contactless Purchase through Facial Recognition
Digital Enriching News (DEN)
- 9. Multiple Choice
The following transactions are now available to be fulfilled via the contact center EXCEPT:
New Postpaid Registration and Device Contract
Port out request
Upgrade to Maxis Unlimited Postpaid and Fibre or Maxis Fibre Upgrade
Prepaid to Postpaid and MaxisONE Go WiFi Request
- 10. Multiple Choice
The following are the different types of customers which contact center consultants encounter everyday:
The irate and elitist customer
The talkative and mistaken customer
The happy and positive customer
Prank Caller
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