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Q1— Section header —
1.1Various options are given as possible answers to the following questions. Choose the correct answer and write only the letter (A D\ next to the question number (1.1.1
1.1.7\n the ANSWER BOOK.
1.1.1Which ONE is an example of pro fes sionalism in a Contact Centre setup? Attire
1.1.2Which ONE is not a step to determine the nature and origin of the complaint? Agent decides whether to escalate the call or not
1.1.3The main reason for to identify non performing staff members
1.1.4anagers make better decisions and provide them with valuable information prospecting
1.1.5Assist in ra ting the performance of telesales agents. Scale Commitment
1.1.6be defined as a moral code of conduct or set of laws. Morals Culture Ethics
1.1.7Maslow's hierarc hy o f needs has this need as a foundation to begin with.
1.2Indicate whether the following statements are TRUE or FALSE. Choose the answer and wri te o nly 'True' or 'False' next to the question number (1.2.1
1.2.5\n the ANSWER BOOK.
1.2.1Documenting a problem is the same as writing a report.
1.2.2A marketing plan is an action plan for a given period which is usually one year.
1.2supervisor of a Contact Centre can sometimes train the sales force when asked to do so
1.2.4The shareholders are classified as anyone who has any involvement with the complaint process.
1.2.519
Q2— Section header —
2.1XYB is a Contact Centre company based in Pretoria. It is the Contact Centre of a very large and popular retail store. The company has a constant short age of agents and intends to employ at least twenty
2.1.1Explain the TWO ways in which you could docum ent a launched complaint b y one of XYB customers. (2
2.1.2Mention THREE rules that you will apply to keep a complaining customer satisfied when you get the job. (3\
2.1.3List TWO ways to kee p man agement informed about the progress of the complaint.
2.1.4
2.2Give TWO reasons why customer should know about the progress of complaint. (2 2\ (4\
2.3Explain internal p artie s. (2\
2.4Why would you establish a benchmark standard within a Contact Centre? (2\ [21]21
Q3— Section header —
3.1Read the scenario below and answer the question The country is in turmoil as a result of the pandemic. The covid 19 pande mic as hit the country and it is now in
3.1.1 What are TWO value of research in the circumstance provided above?
1.2Mention the effe ctive method of research mostly used to conduct research. (2\ 3. 1. Provide the THREE advantages of the method of research mentioned in QUESTION
3.3The trend in marketing research has changed dramatically in th e las t few years. What is trend analysis (2\ 3.
Q4— Section header —
4.1Contact Cent re agents make contact every time they answer a call. They are the connection between the company and the clients.
4.1.1Briefly discuss the FIVE elements to which these agents in the picture must adhere, that will assist the Contact Centre in fu nctio
4.1.2Name the FOUR functions of a Contact Centre that these agents in the picture are responsible for. (4\
4.218
Q5— Section header —
5.1Mention any THREE examples of performance standard data information that can be used to monitor the performance of Contact Centre agents. (3\
5.2Define control par meters (2\
5.3Quality commitment is measured according to which THREE aspects? (3 2\ (6\
5.4Discuss how you would identify a les opp ortunity when working in a Contact Centre in the Wholesale and Retail industry. (3
5.521