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HDI Help Desk Manager Sample Questions:
1. You want to be prepared for a potential decrease in workforce scheduling based on a decrease in customer service requests. What are the three most likely reasons for a reduction in call volume? (Choose three)
A) Overall business/workforce is reduced.
B) Customers are better trained
C) Systemare more stable and mature.
D) Business functions are outsourced
E) Customers are more experienced
2. Which two items should you consider before making Help Desk operational decisions? (Choose two)
A) employee opinion
B) implications to other business units.
C) personal preference
D) cost versus benefit
3. What should analysts db to ensure that a shared work environment is effective?
A) use discretion and courtesy
B) play music to reduce stress levels
C) makes the environment as comfortable as possible with pictures and colors.
D) Allow employees to adjust their workstations to meet their personal needs
4. 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 management issues
C) the ability to handle peak periods associated with new technology rollouts
D) fewer employee benefit issues
5. Which three metric calculations impact customer satisfaction? (Choose three)
A) Average Speed of Answer
B) Average Talk Time
C) Abandonment Rate
D) First Call Resolution Rate
E) AverageAfter Call Work Time
Solutions:
| Question # 1 Answer: B,C,E | Question # 2 Answer: B,D | Question # 3 Answer: A | Question # 4 Answer: A,B | Question # 5 Answer: A,C,D |

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