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HDI Help Desk Manager Sample Questions:

1. Which three metric calculations impact customer satisfaction? (Choose three)

A) Averaged Speed of Answer
B) Abandonment Rate
C) AverageAfter Call Work Time
D) Average Talk Time
E) First Call Resolution Rate

2. Customer satisfaction surveys provide feedback on ____(Choose two)

A) how to create levels of service that are negotiated and standardized
B) corporate directives
C) how well you are fulfilling your mission
D) your Help Desk's performance

3. When an employee enters data into the Cell Tracking System, for what is the employee ultimately responsible?

A) the Average Speed of Answer
B) the resolution of the problem
C) the Abandonment Rate
D) the quality of the data

4. Who is primary responsible for creating a positive work environment?

A) managers
B) everyone
C) executive
D) Human Resources

5. Which concept refers to identifying required staffing based on projected volume?

A) outsourcing
B) insourcing
C) resource planning
D) trend awareness

Solutions: