Contact Centre Operations NCV Level 3 — Document

November 2018 — NCV Level 3 — Contact Centre Operations

NCV Level 3 2018 NCV Business

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Q1— Section header —

1.1Give a brief definition of the follow ing words/terms:

1.1.1ounselling

1.1.2otential sale

1.1.3ervice culture

1.1.4roduct manuals

1.1.5

1.2Choose the correct word(s\ from those given in brackets. Write only the word(s\ ne t to the question number (1.2.1 1. .5\the ANSWER BOOK.

1.2.1ourtesy/ argon/ mpathy\ be well mannered and polite

1.2.2apport/ allboard/ ax\is a convenient way of communication in a call centre.

1.2.3(P re empt/ gents/ ro

1.2.4A person who is likely to bring business is a (team leader/ client/prospect\stomer.

1.2.5

Q2— Section header —

2.1Read the adapted passage from a newspaper and then answer the questions This happened at about 06:00 on 26 March 2016, in Mahube, West of Mamelodi in Pretoria. A man was walking thro ugh a park near by

2.1.1What type of emergency is portrayed in the picture above? (2\

2.1.2ho i s the victim in the above scene Substantiate your answer. (2\

2.1.3Give FOUR ways how an Emergency Contact Centre would respond to the situation above. (4 2\ (8\

2.1.4State FIVE other bits of information you will obtain from this emergency situation. (5\

2.2Name THREE ways to help rescuers to find the exact location of an emergency situation. (3 2\ 6\

Q3— Section header —

3.1Compare a service level to performance output. (4\

3.2Briefly discuss THREE purposes of service levels in a Contact Centre. (3 2\ (6\

3.3

3.4Discuss these TWO measurements given

Q3— Section header —

3.5You are currently working for GENX Contact Cen tre, and your department has been underperforming for the last two months. You supervisor assigns you to his strategic team to work on a project, and to help with identifying the

3.5.1Define a problem (2\

3.5.2Differentiate between a problem and a project (2 2\ (4\

Q4— Section header —

4.1Rate the following information according to their urgency. Indicate only urgent or less urgent and motivate your answer.

4.1.1Planning of the roster for the shifts of Contact Centre agents.

4.1.2

4.2Give FIVE aspects of monitoring results to keep track of the progress on problem solutions. (5 2\ (10\

4.3List THREE threats in South African Contact Centres. (3\ [17] (10041033\17

Q5— Section header —

5.1Read the scenario below and then answer the questions Mr Mabe is at his late 60s, an d he wants to start a business in selling tickets for events and sports. However, he wants to be a middle man

5.2The script paints a detailed picture for the prospect. (2\

5.3Name THREE standards and formats used for data captu ring. (3\ [17] TOTAL SECTION B GRAND TOTAL 8517

Mark Allocation

Total85 marks

Sections15 + 23 + 28 + 17 + 17 = 100 marks

Paper information

TitleDocument

SubjectContact Centre Operations

LevelNCV Level 3

Document typeQuestion paper

Year2018

MonthNovember

Pages6

Downloads5

Examination context

Decade2010s

Years ago8y

SeasonSpring (SH)

Start dayThursday

Exam periodNovember 2018

Days since exam2,902

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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