Customer Service - Call Center environment MCQs (Chapterwise Multiple Choice Questions)

The customer is not always right, but should be treated as such.

False

True

Answer & Explanation

Correct Answer: True

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Which of the following words cannot be formed by using the letters used in "POSTENTATION" ?

PATIENT

NATION

OTHER

STATION

Answer & Explanation

Correct Answer: OTHER

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When the caller is calling for your boss and he or she is not available for personal reasons, you should:

Offer to take a message or see if you or anyone else can help them.

Tell them that they are out for a long lunch.

Tell them they are having family problems.

Tell them they are on vacation.

Answer & Explanation

Correct Answer: Offer to take a message or see if you or anyone else can help them.

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If you receive permission to transfer a call:

Transfer the call immediately and get on to your next task

Give the caller the complete phone number and extension of where you are transferring them to in case you are disconnected

Place caller on hold and transfer them when you have the chance

Ask the caller to hold while you find the right person to talk to

Answer & Explanation

Correct Answer: Give the caller the complete phone number and extension of where you are transferring them to in case you are disconnected

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Which skill is important in a call center environment?

Computer Savviness

Great projection of voice

Confident stance

Strong handshake

Answer & Explanation

Correct Answer: Computer Savviness

Note: This Question is unanswered, help us to find answer for this one

When making phone calls you should:

Find out who to talk to before you call.

Know the purpose of your call and plan what you have to say.

Just say whatever comes to mind.

Have a script ready but don't follow it.

Answer & Explanation

Correct Answer: Know the purpose of your call and plan what you have to say.

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As a call center manager (choose the best answer):

Encourage competition by pointing out your worst employee.

Make sure everyone is constantly meeting their quota's no matter what.

You should host regular staff meetings where everyone can learn from each other's experiences.

Keep everyone motivated by competing for prizes and rewards.

Answer & Explanation

Correct Answer: You should host regular staff meetings where everyone can learn from each other's experiences.

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What is an IVR?

Instant Voice Recorder

Interactive Voice Response

International Voice Recorder

International Voice Rights

Answer & Explanation

Correct Answer: Interactive Voice Response

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Skills of persuasion are:

Important in a call center all the time.

Is important only if the customer is important.

Is required when dealing with customers from different countries.

Not necessary, you just follow the script.

Answer & Explanation

Correct Answer: Important in a call center all the time.

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A call center is:

A centralized customer service center in an office setting where the employees are trained to handle customer service problems and inquiries.

A location where you can pick up any model phone you like.

A contracted business in India that handles customer problems.

A place for people who want to work but have a low level of skill.

Answer & Explanation

Correct Answer: A centralized customer service center in an office setting where the employees are trained to handle customer service problems and inquiries.

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Customer Service - Call Center Environment Quick Quiz

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You need a lot of improvement.

Just don't give up!

Correct Answers: 0/10

Start Practicing with our MCQs given below.

Customer Service - Call Center Environment MCQ

Customer Service - Call Center Environment Quick Quiz

The customer is not always right, but should be treated as such.

Which of the following words cannot be formed by using the letters used in "POSTENTATION" ?

When the caller is calling for your boss and he or she is not available for personal reasons, you should:

If you receive permission to transfer a call:

Which skill is important in a call center environment?

When making phone calls you should:

As a call center manager (choose the best answer):

What is an IVR?

Skills of persuasion are:

A call center is: