呼叫中心的运营管理 试题答案.docVIP

单选题 A???英文去表达B???手势去表达 C???图表去表达 D???数字去表达 A???业务部门B???技术部门 C???市场部门 D???培训部门 A???人员性向测试B???综合等级评价 C???绩效考核 D???系统测试 A???经理和员工一起工作，确定期望评价结果和奖励绩效的过程B???定期考察个人或小组工作业绩的过程 C???构成员工职位的任务被完成的程度 D???对前一阶段制定的绩效标准以及改进的过程 A???上级流程和下级流程B???外部流程和内部流程 C???上行流程和下行流程 D???外向流程和内向流程 A???产品、技术和流程B???人、技术和流程 C???质量、技术和数据指标 D???市场、技术和人 A???ACD B???CMS C???IVR D???CTI 8.呼叫中心本身就是一个为了建立和保持客户关系的： ???回答：正确 A???平台B???系统 C???实体 D???工具 A???熟悉计算机操作技能B???番禺市客户满意率 C???人力资源配置合理 D???区分优秀和平庸 A??招聘成本会高B??队伍不稳定 C??培训成本会高 D??都会出现 A???听上去很舒服B???语言表达清楚 C???倾听理解能力 D???以上都包括 A???成本相对更低廉B???自动化程度很高 C???功能更强大的 D???接入方式比较多样 A???IVR B???EWT C??ACD D???CTI 14.呼叫中心规范流程的主要内容总体来说有两个方面，即： ???回答：正确 A???考核流程和培训流程B???管理流程和服务流程 C???处理流程和转接流程 D???操作流程和培训流程 A???确定对象、选择控制点、制定标准B???前馈控制、现场控制、反馈控制 C???收集信息、数据编码、确定结果 D???处理步骤、通话控制、建立关系 leading cadres to everyday things busy as an excuse, urged not do or knock on the ring look, lack of work enthusiasm and forward-looking. The difficulties and problems of individual cadres indifferent masses as the buck passing, long, make some simple complex problems. Some cadres general talk about pay, do not take leading cadres to everyday things busy as an excuse, urged not do or knock on the ring look, lack of work enthusiasm and forward-looking. The difficulties and problems of individual cadres indifferent masses as the buck passing, long, make some simple complex problems. Some cadres general talk about pay, do not take leading cadres to everyday things busy as an excuse, urged not do or knock on the ring look, lack of work enthusiasm and forward-looking. The difficulties and problems of individual cadres indifferent masses as the buck passing, long, make some simple complex problems. Some cadres general talk about pay, do not take