Attend and Make Customer Calls

1. What are the minimum login hours in a call centre?

a. 10
b. 6
c. 8
d. 3

2. CCE can take breaks after every 3 calls.
a. Yes
b. No
c. 1 hour break during the entire day (in 3 or more different intervals)
d. None of the above

3. CCE should try not to put the customer on hold for more than:
a. 10 minutes
b. 8 minutes
c. 60 seconds
d. None of the above
4. Performance of which CCE is better (Monthly average):
a. AHT 90 sec Login hrs. 200
b. AHT 140 sec Login hrs. 198
c. AHT 400 sec Login hrs. 210
d. AHT 180 sec Login hrs. 190

5. What is the key-board short-cut for Copy?
a. Ctrl + C
b. Ctrl + V
c. All of the above
d. None of the above

6. What is the key-board short-cut for Paste?
a. Ctrl+C
b. Ctrl+V
c. All of the above
d. None of the above





Resolving customer query, request, complaint
1. Customer calls at the call centre about information related to new SMS packs. It should be
tagged as:
a. Query
b. Request
c. Complaint
d. None of the above

2. Customer calls at the call centre to know about roaming charges. It should be tagged as:
a. Query
b. Request
c. Complaint
d. None of the above

3. Customer calls at the call centre to activate 3G service on her number. It should be tagged
as:
a. Query
b. Request
c. Complaint
d. None of the above

4. Customer calls at the call centre to deactivate Hello tune service on his number. It should be
tagged as:
a. Query
b. Request
c. Complaint
d. None of the above

5. Customer calls at the call centre to that despite of a SMS pack being active on her number,
balance is being deducted for sending SMS. CCE check in CRM that balance is deducted and
pack is also activated on the number. It should be tagged as:
a. Query
b. Request
c. Complaint
d. None of the above

6. Customer calls at the call centre that he has not received the promotional balance even after
2 days of recharge. CCE reconfirms in CRM that Customer has not received the promotional
balance. It should be tagged as:
a. Query
b. Request
c. Complaint
d. None of the above

7. Verification of customer is required in each and every call.
a. True
b. False
c. Only in account related and activation/deactivation of services
d. None of the above

8. It is mandatory to inform the TAT (turn-around-time) for resolution of Customers concern.
a. True
b. False
c. Depends on CCE
d. Depends on complaint

9. CCE should ask the customer to call back again to confirm whether his concern has been
resolved or not.
a. True
b. False
c. Cant say
d. Depend on customer

10. CCE can transfer his call to a supervisor, if the Customer requests/wants to speak with the
supervisor.
a. True
b. False
c. Cant say
d. Varies from organisation to organisation

11. FCR results in:
a. Improving customer satisfaction
b. Reducing repeat and escalated calls
c. Both a & b
d. None of the above

12. What charges do customers have to pay for activating ISD service in prepaid?
a. Rs. 1000 security deposit
b. Written application at nearest store
c. Both a and b
d. None of these

13. How can customer activate roaming service on his prepaid number?
a. Roaming is activated already in prepaid
b. Rs. 1000 security deposit
c. Written application at nearest store
d. None of these
14. How can customer get a record of missed calls when his/her phone is switched off?
a. Through MCI service
b. Through CLIP
c. Through CLIR
d. None of these
15. Procedure to activate DND:
a. Call @ 1909
b. Send message START to 1909
c. Both a and b
d. None of these
16. The charges of CLIP in prepaid are:
a. No charges, it is free of cost
b. Rs. 50 monthly rental
c. Rs. 30 monthly rental
d. None of these
17. service allows customer to send pictures, photos, speech and
audio.
a. MMS
b. MCI
c. DND
d. None of these
18. With customer can replace his/her ringtone with a song selected by
him/her.
a. Hello tune
b. Voice mail
c. Call forwarding
d. None of these

19. To cancel diverts dial . from phone:
a. ##001#
b. ##002#
c. ##003#
d. ##004#

20. The .. Service enables the customer to see the phone number of the calling
person.
a. CLIP
b. CLIR
c. DND
d. None of these
21. Which service does facilitate customer to talk with 5 different persons at a time?
a. Call forwarding
b. MCA
c. Call conference
d. None of these
22. Prepaid customer cannot opt for MNP.
a. True
b. False
c. After 6 months of activation of prepaid connection
d. None of Above

23. Charges to send message on special numbers like 55787 are:
a. Rs. 3
b. Rs. 2
c. Rs. 4
d. Rs. 1

24. offers protection facility from deactivation of non-usage of a number in
post paid.
a. Safe custody
b. Security deposit
c. Itemised bill
d. None of these

25. Already activated services in prepaid are:
a. CLIP
b. STD/ISD
c. Roaming
d. All of above

26. Which service is not activated already in prepaid
a. CLIP
b. STD/ISD
c. Roaming
d. MCI

27. Prepaid customer can transfer his number to post paid.
a. True
b. False
c. After 3 months of activation of prepaid connection
d. None of Above
28. Customer wants to set song on his/her number so that callers hear the song. CCE should
inform the customer regarding:
a. Voice mail
b. Caller tune
c. MMS
d. None of these
29. Delhi prepaid customer can avail roaming service in Jammu & Kashmir.
a. True
b. False
c. Only in Jammu
d. None of the above
30. As per TRAI only up to messages are charged at concessional rate, beyond
which customer to be charged a minimum of 50 paisa.
a. 100
b. 300
c. 400
d. 500
31. Prepaid customers need to pay Rs. _______ as security deposit for international roaming.
a. 1000
b. 2000
c. 500
d. No security deposit required

32. Incoming message will be charged while roaming in India.
a. True
b. False
c. Only in Jammu
d. None of the above

33. Customer needs to change his/her handset for national roaming.
a. True
b. False
c. Only in Jammu
d. None of the above
34. TAT for DND activation is:
a. 48 hrs
b. 72 hrs
c. 4 days
d. 7 days
35. . Service allows the customers to block callers from certain numbers.
a. Call forwarding
b. Call conference
c. Call barring
d. Call filter
36. Delhi customer shifts to Punjab and wants to retain his/her Delhi number to Punjab with
MNP. Customer should :
a. Submit his/her documents at nearest store
b. MNP is not possible
c. Cant say
d. Depends on Punjab police
37. Charges of calling at customer care is:
a. 50 p per 3 minutes
b. Re. 1 per 3 minutes
c. 10 p per sec
d. None of these
38. For complaints, requests and queries, customer can call . that is toll free.
a. 198
b. 197
c. 196
d. None of these
39. A subscriber holding a mobile number is eligible to make a porting request only after
. days of the date of activation of his/her mobile connection.
a. 30
b. 60
c. 90
d. 120
40. Delhi customer visits in Lucknow and receives message from Lucknow number. Customer
will be charged with:
a. 50 p
b. 60 p
c. 0 p
d. None of these
41. A customer visits Jammu & Kashmir, however was not able to use prepaid number. What
could be the reason?
a. As per TRAI, roaming in J&K on prepaid number will not work
b. No balance
c. Network fluctuation
d. None of these
42. .. service will take message and allows the customer to listen:
a. Voice mail
b. Multimedia
c. MCA
d. None of these
43. A subscriber can withdraw his porting request within ..of making a request for porting
by informing recipient operator.
a. 48 hrs
b. 24 hrs
c. 3days
d. None of these
44. Porting request can be sent if:
a. It has been made before the expiry of 90 days from the date of activation
b. Change of ownership is under process
c. Outstanding payment is due
d. All of these
45. J&K customer has to dial ..to get UPC for portability.
a. 1909
b. 1900
c. 198
d. None of these

46. A customer is angry, he says that he did not activate any caller tune service for which Rs. 30
have been deducted from his/her balance. It is a:
a. Query call
b. Request call
c. Complaint call
d. None of these

47. ..is a quicker and easier technology than 3G.
a. 1G
b. 2G
c. 4G
d. None of the above
48. Customer can change his/her billing address online.
a. True
b. False
c. Only in Jammu
d. Cant say

49. Customer is angry as he has not received benefits on the recharge done under promo. In this
scenario CCE should:
a. Apologise the concern
b. Explain the action to be taken to resolve the problem
c. Both a & b
d. Transfer call to supervisor

Develop Customer Relationship
1. While capturing interaction, CCE should categorize customer call into QRC based on:
a. As per resolution
b. As per Customer VOC
c. None of the above
d. All of the above

2. To retain loyalty it is necessary that customers are
a. Dissatisfied
b. Satisfied
c. Both a & b
d. None of the above

3. Escalation is required in each and every call.
a. False
b. True
c. Could not say
d. Depends on the call

4. CCE should make an attempt to identify and resolve customer QRC before escalating call.
a. False
b. True
c. Could not say
d. Depends on the call

5. CCE should not share TAT and request/complaint number with the customer.
a. False
b. True
c. Depends on the CCE
d. Depends on the customer

6. CCE should escalate call to supervisor in case customer insists.
a. True
b. False
c. Depends on the CCE
d. Depends on the customer

7. ACHT includes Hold and wrap up Time.
a. Hold time
b. Wrap up time
c. Hold and Wrap up time
d. None of these

8. If CCE gives additional information in a call to the customer it:
a. Improves Customer Satisfaction and Profits
b. Builds customer confidence and creates company image
c. Both a & b
d. None of the above

9. CCE should avoid use of slang and technical words while taking call.
a. False
b. True
c. Could not say
d. Depends on CCE

10. CCE should inform the packages or offers as per customer usage pattern and needs.
a. False
b. True
c. Depends on CCE
d. Depends on Customer

11. CCE should inform the new packages or offers according to:
a. Customer usage pattern and needs
b. CCEs own wish/like
c. both a & b
d. None of the above
12. TAT for completion of porting process is:
a. 4 days
b. 7 days
c. 15 days
d. None of these

13. Credit limits is set for every subscribed by the service provider.
a. Post-paid
b. Pre-paid
c. Both a and b
d. None of these

14. On the blackout days, customer cannot use free/concessional:
a. Calls
b. SMS
c. Both a and b
d. None of these
15. For making a call or SMS from a mobile phone to any other mobile number outside service
area. Guide the customer to dial the number prefixing:
a. +91
b. +92
c. +93
d. None of these
16. Customers outgoing calls in post-paid service can be barred if:
a. Credit limit exceeds
b. Non-payment of bill
c. Both a and b
d. None of these

17. MNP is not possible if:
a. Customers connection is 60 days old
b. Customers request for transfer of ownership is under process
c. a and b
d. None of these

18. DND will not block any of customer solicited communication like:
a. Bank alerts SMS
b. Bank communications
c. Ticket/online booking confirmation
d. None of the above

19. There should be minimum gap between previous DND request and registration
for a new request.
a. 2 months
b. 7 days
c. 3 months
d. None of the above
20. What are the call charges of receiving call from Australia in Chennai of Delhi customers?
a. Rs. 0
b. Rs. 3
c. Rs. 60
d. Rs. 2

21. Voter card be taken for:
a. POI
b. POR
c. POA
d. All of the above

22. What is the character length of a SMS?
a. 160 Characters including space and special character
b. 160 Characters including space
c. 160 Characters including special character
d. 160 Characters

23. What is the security deposit for national roaming in prepaid?
a. No deposit required
b. Rs.99
c. Rs.145
d. Rs.50

24. What are the charges for receiving message if the customer is in UK?
a. Free
b. Rs. 20
c. Rs. 1
d. Rs. 25
25. What is the security deposit amount for prepaid international roaming?
a. No deposit required
b. Rs. 99
c. Rs. 145
d. Rs. 50

26. A SIM card becomes permanently blocked after ________unsuccessful attempts to unlock
due to incorrect PIN number entered.
a. 10
b. 5
c. 4
d. 3
27. What are the other applications of SMS?
a. News & schedules
b. Entertainment & banking
c. Stock updates & horoscope
d. All of the above
28. Prepaid national roaming does not include_______________ and the North Eastern States
currently.
a. Jammu
b. Kashmir
c. Both a & b
d. None of the above









Report and Review

1. Call Login hours includes
a. Shift hours-Break time
b. Shift hours-Average Hold time
c. AHT+ACHT
d. None of the above

2. The most common performance parameters in telecom call center is based on
a. Time
b. Soft Skills
c. Both a & b
d. None of the above

3. CCE should review his own performance on daily basis
a. False
b. True
c. Both a & b
d. None of the above

4. It is acceptable if CCE meets his login time target by keeping most of the time his calls on
hold.
a. False
b. True
c. Both a & b
d. None of the above

5. CCE can provide PUK number of the customer without verification
a. False
b. True
c. None of the above
d. None of the above
6. Based on total login hours and present days , Which CCE s performance is better
a. Present days 25 Login hours 180
b. Present days 25 Login hours 198
c. Present days 22 Login hours 100
d. Present days 10 Login hours 100