HDI Support Center Analyst Questions and Answers.

HDI Support Center Analyst Questions and
Answers



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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