Inbound Call Centre Practice Exam

About Inbound Call Centre
An inbound call is one that a customer initiates to a call center or contact center. A help desk handles inbound calls as well, although calls may be made from employees rather than customers. A call center may handle either inbound or outbound calls exclusively or might deal with a combination of the two.

Inbound call center agent performance is measured according to several metrics, including first call resolution (FCR), average handle time (AHT) and time in queue. Inbound call centers sometimes stipulate service goals the center will work toward in a service-level agreement (SLA).

Today's inbound call center agents often communicate with customers through email and chat as well as telephone calls.

The ability to deliver a high quality customer experience depends mostly on the quality of agents in the inbound call center. For customers, the agent is the voice of the business. In fact, agents might be the only people that customers ever interact with from a company, making the agent and their work environment a key concern for any company. It's not enough to hire well and train thoroughly. Inbound call centers also need to ensure agents are competently supervised, surrounded by high performing teammates, work in a well- maintained facility, have a schedule that works for them, and are provided with the tools that engage and motivate them and enable them to provide the service experience customers expect.

Why is Inbound Call Centre important?
Benefits of an Inbound Call Centre, are
•    Focus on Customer Service - Once a lead becomes customer, it becomes a priority to retain him for a longer time. A satisfied customer may also recommend your business to other people who have similar business needs.
•    Connect with Business - This service is very popular and is widely used ever since we have moved towards digital transformation. Now, you can order food, book cabs, hotels or flights, over the phone irrespective of your location.
•    Deliver IT Support - An inbound call centre can be one of the useful medium to receive customer calls for their IT related problems. Here, the customer gets advice or solution after speaking with an agent.
•    Generate Immediate Response - Customers no longer need to wait for responses from organisations. They get immediate response through an inbound call centre. They are also provided with alternate options such as live chat to communicate.
•    Customer Satisfaction - By delivering such steady satisfaction level, an inbound call centre can help you get a loyal customer base with time.
•    Increased Revenue - Customers contact you for their respective issues, but a skilled agent doesn’t let this chance go and tries to leverage upon it.
•    Scale Up Or Down - A cloud-hosted inbound call centre is highly scalable, meaning that you can scale up or down as per your current business needs. It also supports remote agents that you can deploy anywhere in the world, accordingly.

Who should take the Inbound Call Centre Exam?
•    Sales professionals
•    Business owners
•    Entrepreneurs
•    Innovators
•    Anyone who wants to assess their skills
•    Sales managers and senior executives
•    Recruitment consultants
•    Professionals working in outsourced companies responsible for sales
•    Any professional with skills and knowledge on back office
•    Anyone interested in the management of contracts
•    Anyone who wants to learn the skills required to address contract management
•    Individuals who encounters contracts within their day-to-day job
•    Students
•    Newcomers to the industry

Knowledge and Skills required for the Inbound Call Centre

Specific skills are needed to excel in career of inbound call centre which includes analytical bent of mind and listening skills.

Inbound Call Centre Practice Exam Objectives

Inbound Call Centre exam focuses on assessing you on call handling and managing caller behavior.

Inbound Call Centre Practice Exam Pre-requisite

There are no prerequisites for the Inbound Call Centre exam.

Inbound Call Centre Certification Course Outline

1. Understanding the Customer
1.1 The role of the contact center professional
1.2 Customer focus
1.3 Customer service
1.4 Stakeholders and stakeholder value
1.5 Customer needs and expectations

2. Listening Skills
2.1 Listening vs. hearing
2.2 processing verbal communication
2.3 Active listening skills
2.4 Impatience
2.5 Flagging Concentration
2.6 Focus
2.7 Open-mindedness
2.8 Personal biases
2.9 Noise

3. Questioning Skills
3.1 Skillful questioning
3.2 Asking the right question
3.3 Types of questions
3.4 Structure and key words
3.5 Questioning techniques

4. Professional Communication Skills
4.1 Using components of communication to your advantage
4.2 Words
4.3 Tone
4.4 Body Language
4.5 Empathy and sincerity

5. Call Handling Skills
5.1 The contact resolution process
5.2 The first impression
5.3 Contact discovery  
5.4 Contact resolution
5.5 Contact closure - communicating the resolution and the reason

6. Caller Behaviors and Emotions
6.1 Caller behaviors strategies
6.2 Learned skills and techniques
6.3 Unruly customers

7. Conflict Management Skills
7.1 Conflict management styles
7.2 Handle a complaint
7.3 Customer recovery  
7.4 Winning phrases

8. Email and Chat Writing Skills
8.1 Essential traits of a responsive customer service e-mail
8.2 Composing an effective subject line
8.3 Greeting alternatives
8.4 Writing an effective e-mail message
8.5 Proper closings and signatures
8.6 Active voice and passive voice
8.7 Idiomatic expressions

9. Team Building
9.1 Team's SWOT
9.2 Team balance
9.3 Effective intra-team communications
9.4 Team Communication styles


Exam Format and Information
Certification name – Inbound Call Centre Certification
Exam duration – 60 minutes
Exam type - Multiple Choice Questions
Eligibility / pre-requisite - None
Exam language - English
Exam format - Online
Passing score - 25
Exam Fees  - INR 1199