CTE Customer Experience & Operational Excellence 3

Question 1

A regional telecom measures its Customer Effort Score (CES). Which scenario would MOST likely increase CES (worse score)?

Accepted Answer

Requiring customers to repeat account information to multiple agents

Answer

Forcing customers to repeat information across agents creates unnecessary friction, directly increasing perceived effort and worsening CES.

Question 2

In telecom operations, what does 'capacity planning' primarily aim to prevent?

Accepted Answer

Network congestion and service degradation during peak demand

Answer

Capacity planning ensures network infrastructure can handle peak traffic loads, preventing congestion that degrades customer experience.

Question 3

A CTE executive wants to benchmark operational excellence. Which of the following is a leading indicator rather than a lagging indicator?

Accepted Answer

Number of open trouble tickets aging beyond SLA

Answer

Aging open tickets signal future SLA breaches and customer dissatisfaction before they appear in lagging metrics like churn or NPS.

Question 4

Which contact channel typically achieves the highest First Contact Resolution (FCR) rate in telecom customer service?

Accepted Answer

Live chat with integrated CRM access

Answer

Live chat combined with CRM access gives agents real-time account data to resolve issues during the interaction without callbacks or transfers.

Question 5

An operator experiences repeated incidents in the same network node. Which ITIL process should be engaged to prevent recurrence?

Accepted Answer

Problem Management

Answer

Problem Management investigates the root cause of recurring incidents to eliminate the underlying fault, preventing future occurrences.

(CTE) Certified Telecommunications Executive Practice Test