"The Practice of Management in Call Centres" Pre-Workshop Quiz - 2004

Instructions:

Answer each question to the best of your ability based on your current knowledge. If you don't know the answer to a question, leave it blank. Please don't do any research, just answer off the top of your head.

To ensure anonymity, please do not fill in your name.

Print a copy of your completed quiz to refer to at the workshop. To print a copy you must go to the "File" menu (top left of screen) and select "Print" after you fill in your answers but before you click on "Submit". After you print a copy for yourself, click on the "Submit" button to submit your quiz answers.

Please complete the quiz by 5 p.m. on Thursday, February 19th.

Need assistance? Questions? Please contact Dana at 416-228-6792.

Thank you for your time.

Name (optional): 


  1. In the context of living organisms, what is the primary drive (pursuit) of The Loyalty Group community?


  1. As a member of management in any organized business, what is your primary objective? How do you achieve that objective?


  1. Identify two pieces of technology without which a call centre cannot function. Briefly describe the features and functionalities of each.


  1. Identify two critical things any call center must do to consistently achieve service level targets.


  1. Identify 3 things that have the most effect on a call centre’s bottom line (cost) and productivity level.


  1. The performance of any organized business is dependent on the performance of its people. Name 4 things that are critical to ensure the quality and performance of people.