Contact Centre Operations NCV Level 2 — Document

February 2018 — NCV Level 2 — Contact Centre Operations

NCV Level 2 2018 NCV Business

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🎯 150 marks ⏱️ 3h 📄 8 pages 📝 53 items found 📚 1 topics 🔑 1 key info

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Q1— Section header —

1.1Complete the following sentences by using the words provided in the list below. Write only the word(s\next to the question number (1.1.1

1.1.10\in the ANSWER BOOK. all volumes; call resolutions; wrap time; IVR; changing an order; fax machin e;

1.1.2... refers to the number of calls taken by an agent.

1.1.3The is a telephone linked device used in a contact centre.

1.1.5the agent in opening, closing, and providing information on solving problems during a call.

1.1.6an example of a follow up procedure conducted by an agent.

1.1.7of terminals that agents use.

1.1.8In the phonetic alphabet

1.1.9technology that enables on screen phone control.

1.1.10

1.2Indicate whether the following statements are TRUE or FALSE Choose the answer and write only True or

1.2.10in the ANSWER BOOK

1.2.1An advantage of PABX is that it cannot replace a person.

1.2.2A hot desk deals only with computer related problems.

1.2.3Establishing rapport with the customer means to solve his/her problem.

1.2.4Customer information must be regularly assessed to review buying trends.

1.2.5Multitasking is a process whereby an agent deals with a variety of computer packages

1.2.6A telesales contact centre is an inbound call centre.

1.2.7You may create as many fields as you like in a customer database.

1.2.8Prestige is an example of an emotional buying motive.

1.2.9Slouching affects the voice of the contact centre agent.

1.2.10

1.3Briefly explain the following concepts:

1.3.1Multitask ing

1.3.2Service culture

1.3.3Log a call

1.3.4Critical or closest route

1.3.5

Q2— Section header —

2.1

2.2

2.3

Q3— Section header —

3.1You work as an agent at a Cell C ontact centre. You have received a list of prospects to call in order to sell your new product, the Samsung Galaxy S8 cellphone. The target market is young, fashionable people who are

3.2You are instructed by your manager, Mrs A Donalds, to send an urgent fax to Yolanda an Zyl . You need to inform her that all her insurance claims have been paid and a claim statement will be posted to her within

3.3

3.4

3.5As an agent you speak continually over the telephone and therefore you must concentrate on your voice Briefly discuss any THREE aspects of the v oice you should take into

Q4— Section header —

4.1

4.2

4.3

4.4

4.5Identify FOUR ways of inputting data into the contact centre computer. (4 2\ (8\ 30] (10041032\

Q5— Section header —

5.1

5.2A contact centre has to have systems and procedures in place. Give TWO reasons hy systems and procedures in a contact centre should be seen as important

5.3Verify the following information for cameras Choose from the list below THREE customers that could be possible clients. Construct a database and complete the relevant customer information in your

5.4

5.5What do you understand by the term 80/20? (1\

5.6rief ly explain what you understand by business applications or systems. (2\ [30] TOTAL SECTION B 120 GRAND TOTAL:30

Q3— Section header —

Topics Identified

Business Environments

Mark Allocation

Total150 marks

Sections30 + 30 + 30 = 90 marks

Key Information

Contact Number086 114 2783 · 011 786 2578

Paper information

TitleDocument

SubjectContact Centre Operations

LevelNCV Level 2

Document typeQuestion paper

Year2018

MonthFebruary

Pages8

Downloads3

Examination context

Decade2010s

Years ago8y

SeasonSummer (SH)

Start dayThursday

Exam periodFebruary 2018

Days since exam3,174

About Contact Centre Operations examination preparation

This TVET examination resource can be used as part of a structured revision programme. Past papers are most useful when learners attempt questions independently, work within a realistic time limit, and review their answers afterwards.

How to use this resource for revision

A TVET past examination paper is most useful when it is treated as an active revision exercise. Try the questions yourself before checking the corresponding memorandum. Where you make an error, identify the reason — was it a knowledge gap, a calculation mistake, an interpretation issue, or an examination technique problem?

For stronger examination practice, complete the paper without unnecessary interruptions and keep track of the questions that take the most time. Afterwards, review the memorandum and separate knowledge gaps from mistakes caused by interpretation, calculation, structure, or examination technique.

understanding question requirements

applying subject knowledge

working under time constraints

checking answers

identifying revision priorities

A practical revision approach

Start by completing the resource without looking at the memorandum. Review incorrect and incomplete answers afterwards and make a short revision list based on the areas that caused difficulty.

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