HD0-100 Exam Dumps - HDI World wide Certification Questions and Answers

Optional Response Routing (ORR)

Voice Recognition System (VRS)

Multiple Option System (MOS)

Interactive Voice Response (IVR)

They determine the percentage of first call resolution (FCR)

They reveal how the help desk is perceived by the customer

They reveal what abandon rate is acceptable

They determine what level of support the customer is receiving

Good team morale

Lack objectives

Independence

Lack of ownership

Interrupt the caller to clarify statements

Eliminate internal biases and negative thoughts

Listen for ideas and images, not just words

Place the caller on hold to take notes

Find someone else who can understand the customer better

Ask the customer is there is someone else in their organisation for you to talk to

Inform the customer that you cannot understand them and there is nothing you can do to help them

Tell the customer you are having difficulty understanding them

Focuses on the best solution

Presents a plan of how to get to the solution

Viewed as a problem solver

Steps to the customers side for understanding