Supervisor Exam

Welcome to Supervisor Exam
Please read the below instructions carefully

The Exam consists of 40 True or False questions.
Total time allowed for the whole exam is 60 minutes.
The questions are divided into 8 pages, 5 questions per page.
You need to manage your own time wisely to be able to answer all questions on a timely manner.
Minimizing windows, or switching browser tabs is prohibited during the exam.
Once you click on start quiz, the timer will count and you will not be able to save answers and continue later, so you are advised to start the quiz only when you are ready to complete it within one sitting.

الاسم ثلاثي

البريد الإلكتروني

The coach and coachee are equal partners to elevate the performance.

True False

The cost of turnover should be calculated yearly & impact negatively on call center budget.

True False

A person who has never done anything wrong in his life is an underachiever - Conrad Hilton.

True False

Leadership skills considered number one priority criteria when hiring new leaders.

True False

Innovative companies collect data to better understand and serve the customer.

True False

1 out of 8

The coaching engine consists of; operations, training and quality only.

True False

The uncontrollable shrinkage factors consist of: annual leaves, breaks and public holidays.

True False

The daily co-pilot coaching considered as important but not urgent under time matrix.

True False

No matter if you are Lion or Ghazal, what matter is your speed in this era.

True False

10.

Less than 1% of corporate managers study contact-center reports before making a critical decision.

True False

2 out of 8

11.

The GROW model steps, involving Goal, Reality, Options and Will.

True False

12.

The first step for schedule preparation is monitoring the accuracy.

True False

13.

Knowledge is the leader's ability to absorb and realize the facts surrounding him.

True False

14.

One of Team Leader Performance focus on quality aspects is adherence to schedule.

True False

15.

One of the big challenges facing the QA program is how it will impacting the hiring practices and training programs?

True False

3 out of 8

16.

Step three when you conducting the coaching session ; is to Ensure that the employee is not encountering unexpected difficulties or has not slipped back into old behaviors and you must follow up and recognize the change and provide positive reinforcement.

True False

17.

One of the common problems associated with forecasting, is treat exception as the rule.

True False

18.

The glass model for leadership includes; delegating, motivating, developing, organizing, coaching and training.

True False

19.

The information engine in call center includes; training, distribution and operations only.

True False

20.

The Quality Attribute & Standards concerning telephone courtesy & protocols: Gently apologize to the customer if you aren’t able to fulfill the request & follow call-back protocol.

True False

4 out of 8

21.

Select the coaching style; push/pull depending on the characteristic & personality of agent.

True False

22.

One of the five activities that leaders must do is to establish a balanced, friendly relationship with the work team.

True False

23.

Occupancy is the percentage of time that an agent is in their seat ready to handle calls as compared to the actual time they are in telephone model.

True False

24.

The organization will prosper if they have effective managers and leaders running the show.

True False

25.

One of monitoring component for measuring customer experiences is whether the answers were correct? Were the organization’s policies and procedures adhere to? Were the organization’s procedures followed?

True False

5 out of 8

26.

The feedback EARS model consists of; Empathize, Acknowledge, Relate and Summarize.

True False

27.

Leadership Interpersonal Roles in Organizations, seeker & spreader of information and represents group.

True False

28.

Turnover rate is one of the effectiveness indicators in call center.

True False

29.

One of the top ten things that leaders should not do is not to speak negatively about management or the goals of management or the company.

True False

30.

One of the methods for Quality Monitoring is Walk-around observation.

True False

6 out of 8

31.

Preparation and Planning for Coaching includes; review analysis of KPIs and develop full report for proper and constructive discussion to close gaps.

True False

32.

Delegating leadership style tends to set the parameters for the work and have the final say on decisions, but you actively involve your team members in the process.

True False

33.

Average speed of answer is one of the effectiveness indicators in call center.

True False

34.

One of the essential elements of effective meetings, is determine who is responsible for documenting the meeting minutes and monitoring the meeting time.

True False

35.

Quality monitoring refers to the process of observing multi-media contacts in order to assess & evaluate the strengths &weaknesses of agent performance (attitude, skills & knowledge) only.

True False

7 out of 8

36.

Coaching definition: It is a support process by leaders and managers to help employees identify personal problems or organizational changes that affect job performance.

True False

37.

The first step in managing & analyzing reports and filling gaps, is improvements review.

True False

38.

One of the important elements of developing a delegation plan is determine the level of authority required.

True False

39.

Efficient execution strategy focus on highly trained CCR to perform in depth data gathering

True False

40.

The call quality monitoring start once the agent finished the training.

True False

8 out of 8

Thank you for your time, exam answers submitted successfully.

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Supervisor Exam

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