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TLE 7

The document is a fourth monthly assessment for TLE 7, focusing on contact center operations and customer service skills. It includes true/false statements, fill-in-the-blank questions, multiple-choice questions, and open-ended questions related to contact center terminology and practices. The assessment aims to evaluate students' understanding of the contact center environment and customer interactions.

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Mary Rose Barrameda
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8 views

TLE 7

The document is a fourth monthly assessment for TLE 7, focusing on contact center operations and customer service skills. It includes true/false statements, fill-in-the-blank questions, multiple-choice questions, and open-ended questions related to contact center terminology and practices. The assessment aims to evaluate students' understanding of the contact center environment and customer interactions.

Uploaded by

Mary Rose Barrameda
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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FOURTH MONTHLY ASSESSMENT S/Y 2021-2022

TLE 7

Name:________________________________________Date:_________Score:_____
I. Write TRUE on the blank if the statement is correct and FALSE if it is incorrect.
_______1. The customers of contact centers are becoming increasingly more
sophisticated and demanding than ever before.
_______2. Employees do not need to participate in safety drills and trainings to know
the steps in maintaining control of hazards and risks.
_______3. Cold call is usually made when an agent tries to sell a product or service to a
pre-targeted type of customer.
_______4. Call blending refers to the rules and conventions governing correct or polite
behaviour that agents must follow.
_______5. Remote agents are individuals who process calls and deliver contact center
functions without being physically present in the call center.
II. Fill in the blanks with the correct word to make the sentence correct and
complete.
1. are computer display devices that display data or images
generated by a computer or terminal for use by call center agents.
2. is a computer program that automatically connects a batch of
telephone numbers.
3. The acronym ACD System stands for _______.
4. A real-time communications system between users and contact center agents that
uses a Web interface is called .
5. support an advanced feature enabling multiple calls per line
appearance.
6. The acronym VoIP stands for _____________.
7. are partitioned work areas in a contact center which gives space
for agents to manage consumers data.
8. The acronym ERM Systems stands for ________.
9. are composed of systems that organize and store data.
10. Rather than traditional phone receiver, , which are composed of a
microphone and a listening device for contact center employees, are preferred for
comfort and convenience at work in contact centers.
11. A ______________ is a contact center form that includes written instructions on how
to perform a task according to a company’s specified requirements, within required
time frame and estimates on cost.
12. __________________ refers to the process of keeping, naming and categorizing
computer calls. In other words, it includes maintaining documents and keeping them
in folders for convenient access at a later time.
13. _______________ is the illegal gaining of access without the knowledge of the user.
14. __________________ are pieces of computer hardware such as printer or disk drive
that are external to but controlled by a computer’s central processing unit (CPU).
15. The _______________ is a system of transmitting documents and images
electronically over telephone lines.
III. Circle the letter of the correct answer.
1. The following are considered major reasons for the need of contact center services
except _____.
a. Generate revenues
b. Provide technical support
c. Promote a higher level of customer dissatisfaction
d. Contribute to a company’s profits and sales income.
2. The following are the buying habits of customers except.
a. Customer are wary of security threats.
b. Customers prefer accents different from theirs
c. Customers want ready access information
d. Customers value respect amidst their emotional call
3. It is a document, considered the road map for request or demand, to notify the
purchasing department of items it needs to order, their quantity, and the time frame.
a. Borrower’s slip c. Inventory of materials form
b. Job order slip d. Requisition slip
4. This characteristic of the contact center market refers to having various channel of
technological functions, leading to a seamless experience using different devices
and channels.
a. Omnichannel capabilities c. E-mail and SMS generator
b. Internet d. Snail mail
5. Which of the following is a contact center agent’s equipment that produces
computer-generated text or graphics on paper, transparencies or similar media?
a. Computer mouse c. Scanner
b. Printer d. Webcam
6. It is a video camera recording that are broadcast live on the internet.
a. Printer c. Webcam
b. Fax machine d. Computer mouse
7. It is a handheld input device with control buttons.
a. Webcam c. Fax machine
b. Scanner d. Computer mouse
8. A computer peripherals in which the number and command keys are grouped.
a. Mouse c. Scanner
b. Keyboard d. Webcam
9. A form used to request for tools or equipment needed for a particular job or task.
a. Borrower’s slip c. Requisition form
b. Inventory of materials form d. Job order slip
10. It is a form that shows the raw materials, work-in-process in contact centers, and
completely finished services that are considered ready for use or sale.
a. Borrower’s slip c. Requisition form
b. Inventory of materials form d. Job order slip

IV. Answer the following.


1. What are the ways to maintain an antivirus software or program? Why is there a
need to do so? Explain.
2. Discuss at least 2 customers buying habits that contact center agents must be
aware of to provide an effective and efficient delivery of services.

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