HDI SUPPORT CENTER ANALYST
QUESTIONS AND ANSWERS 100%
CORRECT
ABA - ANSWER-Abandon Before Answer (caller hung up before call was answered)
ACW - ANSWER-After Call Work -- quantity of time spent processing notes after call is
over
ACD - ANSWER-Automated Call Distribution -- system that automates process of
distributing call load
Automated Voice - ANSWER-software that moves the caller through voice recognition
elements
Availability - ANSWER-total time an analyst is logged in and available to take calls
What does Availability measure? - ANSWER-Measures individual and call center
productivity.
AHT (Average Handle Time) - ANSWER-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) - ANSWER-Talk Time +
After Call Work = Average Handle Time
AHT (Average Hold Time) - ANSWER-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? - ANSWER-Need for staffing and when/how to
schedule
ASA - ANSWER-Average Speed to Answer -- time that passes before analyst answers
phone
Balanced Scorecard - ANSWER-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? - ANSWER-Predict future performance
, Computer telephony - ANSWER-Integration of voice (telephone) and data (computer)
technologies.
What is computer telephony used for (by the SCA)? - ANSWER-Allows SCA to "mine
customer data" and management with reporting across platforms.
Confidentiality - ANSWER-A set of rules or a promise (to the user) that limits access or
places restriction on information.
Continual Service - ANSWER-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) - ANSWER-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 - ANSWER-Holistic measurement of support center's
effectiveness
Empathy - ANSWER-Ability to understand/share others' feelings
Employee satisfaction - ANSWER-Measured through surveys, can impact the delivery
of high-quality services
Filter - ANSWER-An internal bias or personal viewpoint based on one's experiences,
values, and cultural differences.
First Contact Resolution - ANSWER-Percentage of incidents resolved on first contact
with customer
KCS - ANSWER-Knowledge-Centered Support -- a principle-based methodology
seeking capture, structure, reuse, and improvement of knowledge for the support
delivery process.
Label - ANSWER-One of the options on IVR (Interactive Voice Response)
Mission statement - ANSWER-A mission statement is a formal, short, written statement,
clearly defining the purpose of a company or organization.
What is the Number of Incidents by Priority, Severity, and Type used for? - ANSWER-
Metric that is used to verify if issues are being handled to specified priority levels and
escalation policies. This is typically used to establish root cause and to identify trends.
QUESTIONS AND ANSWERS 100%
CORRECT
ABA - ANSWER-Abandon Before Answer (caller hung up before call was answered)
ACW - ANSWER-After Call Work -- quantity of time spent processing notes after call is
over
ACD - ANSWER-Automated Call Distribution -- system that automates process of
distributing call load
Automated Voice - ANSWER-software that moves the caller through voice recognition
elements
Availability - ANSWER-total time an analyst is logged in and available to take calls
What does Availability measure? - ANSWER-Measures individual and call center
productivity.
AHT (Average Handle Time) - ANSWER-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) - ANSWER-Talk Time +
After Call Work = Average Handle Time
AHT (Average Hold Time) - ANSWER-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? - ANSWER-Need for staffing and when/how to
schedule
ASA - ANSWER-Average Speed to Answer -- time that passes before analyst answers
phone
Balanced Scorecard - ANSWER-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? - ANSWER-Predict future performance
, Computer telephony - ANSWER-Integration of voice (telephone) and data (computer)
technologies.
What is computer telephony used for (by the SCA)? - ANSWER-Allows SCA to "mine
customer data" and management with reporting across platforms.
Confidentiality - ANSWER-A set of rules or a promise (to the user) that limits access or
places restriction on information.
Continual Service - ANSWER-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) - ANSWER-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 - ANSWER-Holistic measurement of support center's
effectiveness
Empathy - ANSWER-Ability to understand/share others' feelings
Employee satisfaction - ANSWER-Measured through surveys, can impact the delivery
of high-quality services
Filter - ANSWER-An internal bias or personal viewpoint based on one's experiences,
values, and cultural differences.
First Contact Resolution - ANSWER-Percentage of incidents resolved on first contact
with customer
KCS - ANSWER-Knowledge-Centered Support -- a principle-based methodology
seeking capture, structure, reuse, and improvement of knowledge for the support
delivery process.
Label - ANSWER-One of the options on IVR (Interactive Voice Response)
Mission statement - ANSWER-A mission statement is a formal, short, written statement,
clearly defining the purpose of a company or organization.
What is the Number of Incidents by Priority, Severity, and Type used for? - ANSWER-
Metric that is used to verify if issues are being handled to specified priority levels and
escalation policies. This is typically used to establish root cause and to identify trends.
