CONTACT CENTER SERVICES NC II

INSTITUTIONAL ASSESSMENT ANSWER KEY

I. Enumeration
1. Basic Competencies 2. Common Competencies 3. Core Competencies

4. Communicate Effectively in English for Customer Service

5. Perform Customer Service Delivery Processes
6. Demonstrate Ability to Effectively Engage Customers

II. Grammar
7. B 14. D 21. D
8. D 15. A 22. A
9. C 16. A 23. A
10. B 17. A 24. B
11. B 18. C 25. A
12. D 19. A 26. C
13. C 20. A

III. Contact Center

27. A 39. C 51. C
28. B 40. A 52. B
29. C 41. B 53. B
30. B 42. D 54. D
31. C 43. B 55. B
32. A 44. B 56. B
33. D 45. B 57. C
34. A 46. D 58. B
35. B 47. A 59. C
36. C 48. D 60. D
37. D 49. D
38. B 50. C

IV. 20 points Essay: ​Answer to the question 'What have you learned from this (Contact Center Services NC II) training?' should
be narrative.

V. 20 points Call Simulation/Mock Call

Trainer will use rubric to assess the student's performance during a call simulation.

Contact Center Services NC II Trainer: Raquel C. Dela Guardia