QQ0-300 Online Practice Questions and Answers

Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap- up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?

A. recognize and reward the individual who handles the most calls

B. publish a list of agents ranked by who has the most talk time

C. recognize and reward the individual who has the least "not available" time

D. publish trend reports for the group as a whole

Which three should be included in the professional development plans for your staff? (Choose three.)

A. an assessment of each member's strengths and weaknesses in comparison to those that are required for the current position

B. a list of classes available in your corporate training center

C. an assessment of each member's strengths and weaknesses in comparison to those that are required for the next job which the staff member is seeking

D. a list of training programs that the staff member should take in the months ahead

How can the Help Desk best manage new services and achieve its primary goal of eliminating negative impact on your customers?

A. be active in the implementation plan for new products

B. be prepared to add staff should a new service fail

C. meet regularly with stakeholders to determine training gaps

D. meet regularly with focus groups and team members to evaluate past performances

Who is the most effective advocate for raising awareness of a support center in a business?

A. senior management

B. first-line supervisors

C. team leaders

D. middle management

Which two tools can the Help Desk most effectively use to provide key information to all customers and communicate the severity of a problem rapidly? (Choose two.)

A. instant messenger

B. white boards

C. overnight express mail

D. voice mail

E. e-mail

Your Help Desk is 24x7 and covers support for many areas throughout the country. An upcoming snow storm is expected to cause power outages. What helps you prepare for the upcoming days?

A. contingency plans

B. UPS usage reports

C. gap analysis reports

D. call answer plans

What should you do to ensure that your Help Desk support strategies align with the organization being supported?

A. consider the impact of the proposed services on the success of the organization as a whole

B. propose the highest level of support possible

C. study best practices for top performing organizations and set your strategies accordingly

D. minimize cost

What are three reasons that companies institute security programs? (Choose three.)

A. lower costs

B. loss potential

C. corporate responsibility

D. legal mandate

Which four factors are important when dealing with an individual's performance problem? (Choose four.)

A. specific details

B. personality

C. consequences

D. timeliness

E. performance responsibility

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

A. Average After Call Work Time

B. Abandonment Rate

C. Averaged Speed of Answer

D. Average Talk Time

E. First Call Resolution Rate