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HDI Help Desk Manager Sample Questions:

1. Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap-up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?

A) Publish a list of agents ranked by who has the most talk time
B) Publish trend reports for the group as a whole
C) Recognize and reward the individual who handles the most calls
D) Recognize and reward the individual who has the least "notavailable"time.

2. A customer could not get through to a support representative when calling the Help Desk in the
morning. He had to call back later.
Which metric captures this situation?

A) Average Speed Answer
B) First Call Resolution Rate
C) Time in Queue
D) Abandonment Rate

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

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

4. What is the best description of remote control?

A) Remote control allows the customer to control which analyst will provide support.
B) Remote control allows the analyst to take control of the customer's PC from a remote location.
C) Remote control allows the analyst to control which applications a customer can use from a remote location.
D) Remote control allows the analyst's supervisor to take control of a call from a remote location.

5. What is an excellent form of feedback on the type of service and support you are providing to an organization?

A) analyst reviews
B) customer complaints
C) customer surveys
D) manager complaints
E) analyst complaints
F) manager surveys

Solutions: