Free Exam: TL Qualifying Test
Number of Questions in Test: 6
Number of Questions in Preview: 5
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Premises:
You are a Team Leader for a team of 20 customer support agents who are giving technical support for
consoles for different languages as follows:
- 4 English
- 4 Spanish
- 3 Italian
- 6 German
- 3 French
The team is supporting inbound calls and emails, their schedule is Monday-Friday 9am-5pm on each of the supported country’s time zone. The account started only 6 months ago, and all employees were recruited from outside the company. Some of them have previous customer support experience, but most of them don’t.
Typically, for all countries, the incoming call/email volumes are very high on Mondays and decrease towards the end of the week.
During the day, the call arrival pattern is different from one country to another, as follows:
- UK – volumes are almost flat, slightly higher before noon.
- Spain and Italy have 2 major peak times (2 hours each), when most of the calls come in, at the beginning and at the end of the opening hours. In-between the volumes are extremely low, as it is the ‘siesta’ period of the day in these countries.
- Germany and France also have two peak times (1 hour each), one with higher volumes at the beginning of the day, and one with less volumes at the end of the day. In-between, the volumes are almost flat.
You are reporting into an Account Manager who is responsible for managing the account, from the financial and operational perspective, as well maintaining the relationship with the company for which your agents are offering support (further on we will refer to this company as Client).
For this team there also are some dedicated people on support functions who are helping you drive the results and also report into the Account Manager:
- 1 Trainer – responsible for delivering technical and soft skills training for both new and existing agents
- 1 CSAT and Quality Analyst - responsible for evaluating the quality of the calls and emails the agents make, as well as reaching the CSAT (Customer Satisfaction) results
- 1 Product Specialist – responsible for offering on-floor technical support to the agents.
Please read carefully the below scenarios and/or questions, and try your best to address each.
[b]1.[/b] Enumerate what you consider to be the top 3 KPIs (Key Performance Indicators) for your team and explain why you consider they are the most important ones.
Do you think the Client would agree with your top 3? Why do you think they would/wouldn’t?
You are a Team Leader for a team of 20 customer support agents who are giving technical support for
consoles for different languages as follows:
- 4 English
- 4 Spanish
- 3 Italian
- 6 German
- 3 French
The team is supporting inbound calls and emails, their schedule is Monday-Friday 9am-5pm on each of the supported country’s time zone. The account started only 6 months ago, and all employees were recruited from outside the company. Some of them have previous customer support experience, but most of them don’t.
Typically, for all countries, the incoming call/email volumes are very high on Mondays and decrease towards the end of the week.
During the day, the call arrival pattern is different from one country to another, as follows:
- UK – volumes are almost flat, slightly higher before noon.
- Spain and Italy have 2 major peak times (2 hours each), when most of the calls come in, at the beginning and at the end of the opening hours. In-between the volumes are extremely low, as it is the ‘siesta’ period of the day in these countries.
- Germany and France also have two peak times (1 hour each), one with higher volumes at the beginning of the day, and one with less volumes at the end of the day. In-between, the volumes are almost flat.
You are reporting into an Account Manager who is responsible for managing the account, from the financial and operational perspective, as well maintaining the relationship with the company for which your agents are offering support (further on we will refer to this company as Client).
For this team there also are some dedicated people on support functions who are helping you drive the results and also report into the Account Manager:
- 1 Trainer – responsible for delivering technical and soft skills training for both new and existing agents
- 1 CSAT and Quality Analyst - responsible for evaluating the quality of the calls and emails the agents make, as well as reaching the CSAT (Customer Satisfaction) results
- 1 Product Specialist – responsible for offering on-floor technical support to the agents.
Please read carefully the below scenarios and/or questions, and try your best to address each.
[b]1.[/b] Enumerate what you consider to be the top 3 KPIs (Key Performance Indicators) for your team and explain why you consider they are the most important ones.
Do you think the Client would agree with your top 3? Why do you think they would/wouldn’t?
| Type: | Essay |
| Points: | 100 |
| Randomize answers: | No |
Question 2
2. You have started managing this team 1 month ago and your daily activity is still crowded with several tasks and responsibilities: monitor the lines in real time, create reports, evaluate the activity, support the agents, give them feedback, respond to emails from the Client, do administrative tasks, attend meetings, etc.
Although you are not at the beginning anymore you see that you cannot finish your daily ‘to-do list’ in less than 10 hours, if you manage to finish at all. You begin to feel frustrated that you are spending too much time at work and never have time for your personal life and for family, so you decide to raise this issue with your direct manager.
Please describe how you would approach him to address this issue, what you would tell him and what would be your expectations from his side?
Do you think it is a legitimate issue to raise with him? Why?
Although you are not at the beginning anymore you see that you cannot finish your daily ‘to-do list’ in less than 10 hours, if you manage to finish at all. You begin to feel frustrated that you are spending too much time at work and never have time for your personal life and for family, so you decide to raise this issue with your direct manager.
Please describe how you would approach him to address this issue, what you would tell him and what would be your expectations from his side?
Do you think it is a legitimate issue to raise with him? Why?
| Type: | Essay |
| Points: | 100 |
| Randomize answers: | No |
Question 3
3. Your direct manager went on a 5 day holiday with no access to his email.
Before leaving he informed you that he would like you to always use the following daily allocation of your team of 20 people, based on historical data: 5 people on email support (1 per each language) and 15 on phone support.
In the second day of absence the Client lets you know that they are launching a new product in the following week and they would like to deliver a 4 hours product training to all agents in the team, so they ask you to schedule this training for the following 3 days and let them know how many training sessions they need to deliver, how many participants will attend each session and in what timeframes they need to deliver, so that they can also have their trainer plan his time.
They also ask you what the agent allocation on the two channels of support is and do not agree with your allocation, so they require you to use a different one: 10 people on email support (2 per each language) and 10 on phone support.
What would you do and why? Bring arguments to support your statements and create a very detailed picture.
Please also write a formal response to the client, by filling in the below template:
TO:
CC:
SUBJECT:
MESSAGE:
Before leaving he informed you that he would like you to always use the following daily allocation of your team of 20 people, based on historical data: 5 people on email support (1 per each language) and 15 on phone support.
In the second day of absence the Client lets you know that they are launching a new product in the following week and they would like to deliver a 4 hours product training to all agents in the team, so they ask you to schedule this training for the following 3 days and let them know how many training sessions they need to deliver, how many participants will attend each session and in what timeframes they need to deliver, so that they can also have their trainer plan his time.
They also ask you what the agent allocation on the two channels of support is and do not agree with your allocation, so they require you to use a different one: 10 people on email support (2 per each language) and 10 on phone support.
What would you do and why? Bring arguments to support your statements and create a very detailed picture.
Please also write a formal response to the client, by filling in the below template:
TO:
CC:
SUBJECT:
MESSAGE:
| Type: | Essay |
| Points: | 100 |
| Randomize answers: | No |
Question 4
4. You arrived in the office this morning and noticed that late last night you received an email from the Client about a procedure update that is effective starting today. In the communication you received, there is a note that the person in charge of this communication will be out of the office for a week, starting today. Once the process is communicated to the agents you receive a lot of complaints about the fact that the change in process is in conflict with several other procedures that were followed up until now, which have not been changed. Morale within the team drops drastically together with productivity as agents are unsure about the answers they are giving to customers and thus preoccupied that this will affect their performance.
Describe step by step what your actions would be and explain why you would take these decisions.
Describe step by step what your actions would be and explain why you would take these decisions.
| Type: | Essay |
| Points: | 100 |
| Randomize answers: | No |
Question 5
5. You just took over this team, and you are informed about the contractual monthly targets that need to be reached for the inbound call activity:
SL (service level) – 80% of the calls to be picked up in max. 30 sec.
CSAT (customer satisfaction) – 88% of the responders in the CSAT survey should score their interaction with the call center with 4/5 (the scale is 1-5, and the question they answer is if they were satisfied with the service received from the customer support representative)
FCR (first call resolution) – 85% of the responders in the CSAT survey should score their interaction with the call center with 1 (1=Yes, 2=No, and the question they answer is if they consider their issue resolved during the call).
You also see the below results for your team for the first quarter (3 months) of the year:
[cmimg]0/1955350_1CF68B9M.jpg[/cmimg]
The Client expects to have the 3 KPIs in target the latest in May. Otherwise they consider employing another company to do the job for this line of support.
Please create a comprehensive Action Plan and make sure it answers all the below questions:
- What do you think are the main causes for which the team is underperforming? How would you identify the root causes?
- What do you think are the actions that need to be taken to drive the performance up?
- Who would you involve for this?
- What targets would you set for your team for April, considering the historical performance?
- How soon do you think the actions would actually show results?
SL (service level) – 80% of the calls to be picked up in max. 30 sec.
CSAT (customer satisfaction) – 88% of the responders in the CSAT survey should score their interaction with the call center with 4/5 (the scale is 1-5, and the question they answer is if they were satisfied with the service received from the customer support representative)
FCR (first call resolution) – 85% of the responders in the CSAT survey should score their interaction with the call center with 1 (1=Yes, 2=No, and the question they answer is if they consider their issue resolved during the call).
You also see the below results for your team for the first quarter (3 months) of the year:
[cmimg]0/1955350_1CF68B9M.jpg[/cmimg]
The Client expects to have the 3 KPIs in target the latest in May. Otherwise they consider employing another company to do the job for this line of support.
Please create a comprehensive Action Plan and make sure it answers all the below questions:
- What do you think are the main causes for which the team is underperforming? How would you identify the root causes?
- What do you think are the actions that need to be taken to drive the performance up?
- Who would you involve for this?
- What targets would you set for your team for April, considering the historical performance?
- How soon do you think the actions would actually show results?
| Type: | Essay |
| Points: | 100 |
| Randomize answers: | No |