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P3CS37-1

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Question 1 of 5

When communicating an incident, what is the best way to get a quick response?

Using the telephone

Walking to the contact centre

Sending an email

Sending a letter

Clear communication is important when dealing with incidents in order to avoid:

misunderstandings

responding quickly

accountability

instant messaging

Data obtained from monitoring actions of those responding to an incident is used for:

suggesting improvements

respecting confidentiality

changing shift patterns

staff interest

Which one of the following is NOT a way of monitoring actions of those dealing with incidents?

Listening to calls

Risk assessment

Information from reports

Customer feedback

Is the following statement true or false? Support for colleagues working in a contact centre includes training and development.

FALSE

TRUE

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