HDI Support Center Analyst
Exam/65 Questions and Answers
ABA - -Abandon Before Answer (caller hung up before call was answered)
- ACW - -After Call Work -- quantity of time spent processing notes after call
is over
- ACD - -Automated Call Distribution -- system that automates process of
distributing call load
- Automated Voice - -software that moves the caller through voice
recognition elements
- Availability - -total time an analyst is logged in and available to take calls
- What does Availability measure? - -Measures individual and call center
productivity.
- AHT (Average Handle Time) - -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) - -Talk Time
+ After Call Work = Average Handle Time
- AHT (Average Hold Time) - -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? - -Need for staffing and when/how to
schedule
- ASA - -Average Speed to Answer -- time that passes before analyst
answers phone
- Balanced Scorecard - -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? - -Predict future performance
- Computer telephony - -Integration of voice (telephone) and data
(computer) technologies.
, - What is computer telephony used for (by the SCA)? - -Allows SCA to "mine
customer data" and management with reporting across platforms.
- Confidentiality - -A set of rules or a promise (to the user) that limits access
or places restriction on information.
- Continual Service - -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) - -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 - -Holistic measurement of support center's
effectiveness
- Empathy - -Ability to understand/share others' feelings
- Employee satisfaction - -Measured through surveys, can impact the
delivery of high-quality services
- Filter - -An internal bias or personal viewpoint based on one's experiences,
values, and cultural differences.
- First Contact Resolution - -Percentage of incidents resolved on first contact
with customer
- First Level Resolution - -Percentage of incidents that don't require
escalation.
This percentage is based on a set timeframe and includes any additional
time the analyst spends on research and troubleshooting the incident.
- HDI - -Help Desk International -- The leading professional association and
certification body for technical service and support professionals.
- IM (Incident Management) - -The activities taken to identify, analyze, and
correct hazards to prevent re-occurrence
- IM (Instant Messaging) - -Online chat which offers real-time text
transmission
- Interactive Voice - -The robot helper over the phone.
Exam/65 Questions and Answers
ABA - -Abandon Before Answer (caller hung up before call was answered)
- ACW - -After Call Work -- quantity of time spent processing notes after call
is over
- ACD - -Automated Call Distribution -- system that automates process of
distributing call load
- Automated Voice - -software that moves the caller through voice
recognition elements
- Availability - -total time an analyst is logged in and available to take calls
- What does Availability measure? - -Measures individual and call center
productivity.
- AHT (Average Handle Time) - -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) - -Talk Time
+ After Call Work = Average Handle Time
- AHT (Average Hold Time) - -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? - -Need for staffing and when/how to
schedule
- ASA - -Average Speed to Answer -- time that passes before analyst
answers phone
- Balanced Scorecard - -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? - -Predict future performance
- Computer telephony - -Integration of voice (telephone) and data
(computer) technologies.
, - What is computer telephony used for (by the SCA)? - -Allows SCA to "mine
customer data" and management with reporting across platforms.
- Confidentiality - -A set of rules or a promise (to the user) that limits access
or places restriction on information.
- Continual Service - -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) - -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 - -Holistic measurement of support center's
effectiveness
- Empathy - -Ability to understand/share others' feelings
- Employee satisfaction - -Measured through surveys, can impact the
delivery of high-quality services
- Filter - -An internal bias or personal viewpoint based on one's experiences,
values, and cultural differences.
- First Contact Resolution - -Percentage of incidents resolved on first contact
with customer
- First Level Resolution - -Percentage of incidents that don't require
escalation.
This percentage is based on a set timeframe and includes any additional
time the analyst spends on research and troubleshooting the incident.
- HDI - -Help Desk International -- The leading professional association and
certification body for technical service and support professionals.
- IM (Incident Management) - -The activities taken to identify, analyze, and
correct hazards to prevent re-occurrence
- IM (Instant Messaging) - -Online chat which offers real-time text
transmission
- Interactive Voice - -The robot helper over the phone.
