HDI Help Desk Manager : HD0-300

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HDI HD0-300 Exam Syllabus Topics:

HDI Help Desk Manager Sample Questions:

1. Which three metric calculations impact customer satisfaction? (Choose three)

A) Abandonment Rate
B) First Call Resolution Rate
C) AverageAfter Call Work Time
D) Average Talk Time
E) Averaged Speed of Answer

2. Which three actions can you take to reduce the risk of customer conflict? (Choose three)

A) change the tone in your voice
B) change your rate of speech
C) let the customer vent
D) be respectful
E) do not interrupt

3. When the morale of the team is low, which two points of personal leverage can you use to help motivate your staff? (Choose two)

A) produce individual and team performance reports
B) seek feedback from the analysts on job difficulties
C) demonstrate your commitment to the organization
D) take the time recruit and hire new employees

4. Acme Brick Company is experiencing significant growth and making rapid changes to its technology. The increased number of support calls has impacted service levels. To solve the problem, management is considering outsourcing, insourcing, or contracting for staff. In which situation should management choose the "contracting for staff" option?

A) Management believes that call volumes will remain at the current levels for the next several years.
B) Management is uncertain as to the support headcounts that will be needed in the months ahead, but it is certain thatincrease are needed now.
C) Management believes that dealing with support organization issues is distracting its attention and ability to deliver new business applications.
D) Management believes that staffing loads have peaked and that things should slow down over the next two weeks.

5. 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) Systemare more stable and mature.
B) Business functions are outsourced
C) Customers are better trained
D) Overall business/workforce is reduced.
E) Customers are more experienced

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