Notes

A Team Leader must do the following:(1)

√ Both of the above


Feedback & Coaching is to be conducted by the following:(1)
Quality Analyst and Team Leader

How to calculate Utilization ?(1)

√ total time on system/total login hours


He said to me, I am ready.(1)

√ He told me that he was ready


On time resolution of complaints is calculated as(1)
√ Number of client complaints resolved within agreed period / total number of client complaints in the month which are greater than agreed period since receipt

A quarter of a million is equal to (1)
√ 250000

6 7 9 13 21 ?(1)
√ 37

Formula to calculate attrition percentage is ?(1)
Number of employee Attrition/(Opening Headcount closing headcount)/2)



How to calculate Occupancy ?(1)
total active time/time on system

The following is not a metric in our business(1)
√ Miles per hourl

The current CEO of Intelenet Global Services is:(1)
√ Bhupender Singh

You have rostered 20 CSAs for the shift. However, only 17 CSAs are present, 2 are absent and 1 has taken a planned leave. What will be the shrinkage percentage ?(1)
0.15

Internal Customer are(1)
Admin, Security, Training

On Time processing is calculated as(1)
% of invoices raised on time versus total invoices raised

Formula to add 2 or more cell is …………(1)
√ SUM(cell 1, cell2)

Which of the below is not one of our organizational Values(1)
Team Work

Full form of SLA is(1)
√ Service Level Agreement

The full form of BPM is(1)
√ Business Process Management

Disciplinary action plan, DAP, can be issued to an employee on which of the following scenarios?(1)
Quality – Accuracy

3% of 49 (1)
√ 1.47

The meaning of astonished is (1)

√ Surprised

I …….my work. What next?(1)

√ Have done

A CSE has attended work on 20 days of January. Considering that there were 25 working days in January, what is the attendance percentage of the CSE:(1)
√ 0.8

An employee will be considered absconding in the event of continuous absence from work without informing the Supervisor.(1)
√ TRUE


One dollar is equal to 70 Indian Rupees. How many dollars is INR 1,05,000?(1)
√ 1500 dollars

Client has emailed you requesting for an important data to be shared. Your supervisors are not marked on the email. You will:(1)
√ You will check with your manager before sending the data

The threshold for shrinkage is (1)
0.12

I wouldnt have got flowers for you if I ___ that you dont like them(1)
had known

How do we calculate Unscheduled absenteeism percentage(1)
Total unscheduled absence per locked schedule released / total staff scheduled in the locked schedule.

Schedule Adherence has a direct impact on Quality scores of a CSE.(1)
FALSE

Abandonment rates is calculated as(1)
Calls abandoned / Total calls offered

The opposite of Courtesy is(1)
Rude