HDI Support Center Analyst Questions and Answers.HDI Support Center Analyst Questions and Answers.HDI Support Center Analyst Questions and Answers.HDI Support Center Analyst Questions and Answers.HDI Support Center Analyst Questions and Answers.HDI Support Center Analyst Questions and Answers.HDI S...
ABA - (correct answer) -Abandon Before Answer (caller hung up before call was answered)
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ACW - (correct answer) -After Call Work -- quantity of time spent processing notes after call is over
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ACD - (correct answer) -Automated Call Distribution -- system that automates process of distributing
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call load
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Automated Voice - (correct answer) -software that moves the caller through voice recognition elements
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Availability - (correct answer) -total time an analyst is logged in and available to take calls
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What does Availability measure? - (correct answer) -Measures individual and call center productivity.
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AHT (Average Handle Time) - (correct answer) -Average Handle Time -- quantity of time spent on an
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individual phone call
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Talk Time + After Call Work = Average Handle Time
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What determines AHT (Average Handle Time)? (X + Y = AHT) - (correct answer) -Talk Time + After Call
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Work = Average Handle Time
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AHT (Average Hold Time) - (correct answer) -the average amount of time a customer has to hold after
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the analyst answers (not counting wait time)
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What is Average Hold Time used for? - (correct answer) -Need for staffing and when/how to schedule
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ASA - (correct answer) -Average Speed to Answer -- time that passes before analyst answers phone
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Balanced Scorecard - (correct answer) -Measures individual and organizational function. Based on
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financial, customer, operational efficiency, and learning/growth factors and simplifies business
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information.
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What is the Balanced Scorecard used for? - (correct answer) -Predict future performance
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Computer telephony - (correct answer) -Integration of voice (telephone) and data (computer)
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technologies.
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What is computer telephony used for (by the SCA)? - (correct answer) -Allows SCA to "mine customer
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data" and management with reporting across platforms.
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Confidentiality - (correct answer) -A set of rules or a promise (to the user) that limits access or places
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