HDI SUPPORT CENTER ANALYST EXAM
QUESTIONS AND ANSWERS
ABA - Correct Answers -Abandon Before Answer (caller hung up before call was
answered)
ACW - Correct Answers -After Call Work -- quantity of time spent processing notes after
call is over
ACD - Correct Answers -Automated Call Distribution -- system that automates process
of distributing call load
Automated Voice - Correct Answers -software that moves the caller through voice
recognition elements
Availability - Correct Answers -total time an analyst is logged in and available to take
calls
Service Operation - Correct Answers -Part of the ITIL service lifecycle concept. Delivers
and supports services in operation.
Service Request - Correct Answers -A request from a User for information, or advice, or
for a Standard Change or for Access to an IT Service. For example, a password reset.
Service Strategy - Correct Answers -Part of the ITIL service lifecycle concept. Provides
policy and guidance.
Service Transition - Correct Answers -Part of the ITIL service lifecycle concept. Builds,
tests, and prepares services for transition to live operations.
What does Availability measure? - Correct Answers -Measures individual and call
center productivity.
AHT (Average Handle Time) - Correct Answers -Average Handle Time -- quantity of
time spent on an individual phone call
Talk Time + After Call Work = Average Handle Time
What determines AHT (Average Handle Time)? (X + Y = AHT) - Correct Answers -Talk
Time + After Call Work = Average Handle Time
, AHT (Average Hold Time) - Correct Answers -the average amount of time a customer
has to hold after the analyst answers (not counting wait time)
What is Average Hold Time used for? - Correct Answers -Need for staffing and
when/how to schedule
ASA - Correct Answers -Average Speed to Answer -- time that passes before analyst
answers phone
Balanced Scorecard - Correct Answers -Measures individual and organizational
function. Based on financial, customer, operational efficiency, and learning/growth
factors and simplifies business information.
What is the Balanced Scorecard used for? - Correct Answers -Predict future
performance
Computer telephony - Correct Answers -Integration of voice (telephone) and data
(computer) technologies.
What is computer telephony used for (by the SCA)? - Correct Answers -Allows SCA to
"mine customer data" and management with reporting across platforms.
Confidentiality - Correct Answers -A set of rules or a promise (to the user) that limits
access or places restriction on information.
Continual Service - Correct Answers -Part of the ITIL service lifecycle concept. To
ensure that the services, processes, and lifecycles phases of the service provider
continue to meet the needs of the business.
Customer Relationship Management (CRM) - Correct Answers -system for managing a
company's interactions with current and future customers. Involves using technology to
organize, automate, and synchronize sales, marketing, customer services, and tech
support.
Customer Satisfaction - Correct Answers -Holistic measurement of support center's
effectiveness
Empathy - Correct Answers -Ability to understand/share others' feelings
Employee satisfaction - Correct Answers -Measured through surveys, can impact the
delivery of high-quality services
Filter - Correct Answers -An internal bias or personal viewpoint based on one's
experiences, values, and cultural differences.
QUESTIONS AND ANSWERS
ABA - Correct Answers -Abandon Before Answer (caller hung up before call was
answered)
ACW - Correct Answers -After Call Work -- quantity of time spent processing notes after
call is over
ACD - Correct Answers -Automated Call Distribution -- system that automates process
of distributing call load
Automated Voice - Correct Answers -software that moves the caller through voice
recognition elements
Availability - Correct Answers -total time an analyst is logged in and available to take
calls
Service Operation - Correct Answers -Part of the ITIL service lifecycle concept. Delivers
and supports services in operation.
Service Request - Correct Answers -A request from a User for information, or advice, or
for a Standard Change or for Access to an IT Service. For example, a password reset.
Service Strategy - Correct Answers -Part of the ITIL service lifecycle concept. Provides
policy and guidance.
Service Transition - Correct Answers -Part of the ITIL service lifecycle concept. Builds,
tests, and prepares services for transition to live operations.
What does Availability measure? - Correct Answers -Measures individual and call
center productivity.
AHT (Average Handle Time) - Correct Answers -Average Handle Time -- quantity of
time spent on an individual phone call
Talk Time + After Call Work = Average Handle Time
What determines AHT (Average Handle Time)? (X + Y = AHT) - Correct Answers -Talk
Time + After Call Work = Average Handle Time
, AHT (Average Hold Time) - Correct Answers -the average amount of time a customer
has to hold after the analyst answers (not counting wait time)
What is Average Hold Time used for? - Correct Answers -Need for staffing and
when/how to schedule
ASA - Correct Answers -Average Speed to Answer -- time that passes before analyst
answers phone
Balanced Scorecard - Correct Answers -Measures individual and organizational
function. Based on financial, customer, operational efficiency, and learning/growth
factors and simplifies business information.
What is the Balanced Scorecard used for? - Correct Answers -Predict future
performance
Computer telephony - Correct Answers -Integration of voice (telephone) and data
(computer) technologies.
What is computer telephony used for (by the SCA)? - Correct Answers -Allows SCA to
"mine customer data" and management with reporting across platforms.
Confidentiality - Correct Answers -A set of rules or a promise (to the user) that limits
access or places restriction on information.
Continual Service - Correct Answers -Part of the ITIL service lifecycle concept. To
ensure that the services, processes, and lifecycles phases of the service provider
continue to meet the needs of the business.
Customer Relationship Management (CRM) - Correct Answers -system for managing a
company's interactions with current and future customers. Involves using technology to
organize, automate, and synchronize sales, marketing, customer services, and tech
support.
Customer Satisfaction - Correct Answers -Holistic measurement of support center's
effectiveness
Empathy - Correct Answers -Ability to understand/share others' feelings
Employee satisfaction - Correct Answers -Measured through surveys, can impact the
delivery of high-quality services
Filter - Correct Answers -An internal bias or personal viewpoint based on one's
experiences, values, and cultural differences.
