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- Question
What will you do when a customer is abusive/irritated?
- Correct Answer
- When you work at a call center you will come across irritated, angry, and abusive customers, you can say you will do that following to handle them: - Listen to them and empathize with their situation - Apologize and take ownership of the problem and give a solution - Approach them and ask for a reason for their displeasure - If they insist on talking to your manager, get him on line ASAP - Follow up after giving the solution and ask for feedback
- 1. How do you rate your English skills? Discuss
- 2. With YouTube Analytics, you can track metrics on
Options- A. TrueView ad skip rates
- B. Playback locations
- C. Cost-per-channel visit
- D. All of the above Discuss
- 3. You can use Keyword Planner to identify
Options- A. Determine which Google Ads experience you're using.
- B. Which text ads are performing best based on your keywords
- C. Webpages where ad can appear based on your keywords
- D. The amount of traffic potential keywords might get Discuss
- 4. By monitoring ad campaign performance, an advertiser may obtain the information needed to
Options- A. determine if campaigns are meeting overall marketing and conversion goals
- B. create additional AdWords accounts for low-performing keywords
- C. compare campaign performance to that of individual competitors
- D. create duplicate ad groups with identical keywords and different ad variations Discuss
- 5. Higher Quality Scores typically result in
Options- A. faster delivery of daily budget
- B. higher costs and lower ad positions
- C. lower costs and better ad positions
- D. less overall impressions Discuss
- 6. What is a KPO? What Is the difference between call center and a KPO? Discuss
- 7. How do you rate your patience and people friendliness? Discuss
- 8. What is onshore outsourcing? Discuss
- 9. What does Customer Satisfaction mean to you? Discuss
- 10. What procedure you will follow when taking a customer?s call? Discuss
Call Center problems
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Correct Answer: Again, before you apply for a job to a call center you should be aware that most of the call centers cater to English speaking customers and this needs you to speak clear English without any grammatical mistakes
Correct Answer: All of the above
Correct Answer: The amount of traffic potential keywords might get
Correct Answer: determine if campaigns are meeting overall marketing and conversion goals
Explanation:
By monitoring ad campaign performance an advertiser may obtain the information needed to determine if campaigns are meeting overall marketing and conversion goals compare campaign performance to that of other advertisers create separate adwords accounts for low-performing keywords create duplicate ad groups with identical keywords and different ad variations.
Correct Answer: lower costs and better ad positions
Explanation:
Higher Quality Scores typically result in lower costs and better ad positions. Quality Score is Google's rating of the quality and relevance of both your keywords and PPC ads. It is used to determine your cost per click (CPC) and multiplied by your maximum bid to determine your ad rank in the ad auction process.
Correct Answer: KPO stands for Knowledge Process Outsourcing It is a subset of call centers The ways in which a KPO differs from a call center are : 1 In KPO knowledge and information related work is carried out 2 Staff requirement is for highly skilled people 3 Is mainly related to support and not sales 4 Carries out works mainly for research and analysis process besides support
Correct Answer: When you are applying for a job at a call center you should know that there will be moments when unsatisfied customers will get angry on you The key here is to focus on what is the purpose of the call, maintain your calmness and be polite As an answer to this question, you can say that you would rate your level of patience and people friendliness above average You can back it up with an example from your personal or professional life
Correct Answer: When a business process is outsourced from a company in one country to another company in the same country ? it is called onshore outsourcing
Correct Answer: Customer Satisfaction means, dealing with the customer in a proper or positive way Every individual mindset is different so their cause and satisfactory leave also changed So the main challenge of a worker of a call center is to make them understand that they are also concerned about their trouble
Correct Answer: this question around the following steps : 1 Greet customer 2 Tell your name to the customer 3 Ask customer how you can be of any assistance to him/her 4 Listen carefully and patiently to the customers query or requirement 5 Provide the customer with the best solution or assistance without making him/her wait for long 6 Inquire if customer is satisfied with the assistance or help provided 7 Ask the customer if he needs any further assistance
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