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HDI Help Desk Manager Sample Questions:

1. What should analysts do to ensure that a shared work environment is effective?

A) play music to reduce stress levels
B) use discretion and courtesy
C) allow employees to adjust their workstations to meet their personal needs
D) make the environment as comfortable as possible with pictures and colors

2. What is the best description of benchmarking in a support center?

A) Benchmarking is determining whether the knowledge base is complete and filling in any gaps.
B) Benchmarking is a comparative study of the support center's performance against comparable organizations.
C) Benchmarking is a marketing tool that increases the support center's visibility to its customers.
D) Benchmarking is allowing your support staff to determine the method it will use to provide service.

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

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

4. What are two benefits of external outsourcing compared to contract staffing? (Choose two)

A) fewer employee benefit issues
B) the ability to easily extend the hours of support
C) the ability to handle peak periods associated with new technology rollouts
D) fewer management issues

5. What is the primary role of the support center in most organizations?

A) The primary role of the support center is to be a strategic asset to the organization it serves.
B) The primary role of the support center is to provide technical support services to executives.
C) The primary role of the support center is to make sure that all service levels are met.
D) The primary role of the support center is to ensure that metrics are maintained and distributed.

Solutions: