Call Center Solutions Customer Service Skills 3

Question 1

What is 'Net Promoter Score' (NPS) used to measure?

Accepted Answer

Customer loyalty and likelihood to recommend the company to others

Answer

The number of new customers acquired per month

Answer

The net number of promotions given to call center agents

Answer

The ratio of positive to negative customer reviews

Question 2

Which skill is most important for a call center agent when handling a customer with a heavy accent or language barrier?

Accepted Answer

Patience, clear articulation, and using simple language with confirmation checks

Answer

Speaking louder and more slowly

Answer

Immediately transferring to a bilingual agent

Answer

Asking the customer to send an email instead

Question 3

What is the purpose of a 'call script' in a call center?

Accepted Answer

To provide agents with a structured guide for handling specific types of calls consistently

Answer

To record the customer's exact words for legal compliance

Answer

To automate responses so no live agent is needed

Answer

To generate real-time captions for hard-of-hearing agents

Question 4

What does 'upselling' mean in a call center sales context?

Accepted Answer

Encouraging a customer to purchase a more expensive or upgraded product/service

Answer

Transferring a customer to a higher-tier support team

Answer

Asking a customer to write an online review

Answer

Offering a refund to retain a cancellation

Question 5

What is 'cross-selling' in call center sales?

Accepted Answer

Offering a related or complementary product/service alongside what the customer is already purchasing

Answer

Selling the same product to two different customers

Answer

Transferring a sale to another team for closing

Answer

Selling to customers who called with a complaint

Question 6

Which framework is commonly used to structure customer complaint resolution in US call centers?

Accepted Answer

LAST (Listen, Acknowledge, Solve, Thank)

Answer

SMART goals

Answer

SWOT analysis

Answer

AIDA model