Team Leader Exam

Welcome to Team Leader Exam
Please read the below instructions carefully

The Exam consists of 40 True or False questions.
Total time allowed for the whole exam is 60 minutes.
The questions are divided into 8 pages, 5 questions per page.
You need to manage your own time wisely to be able to answer all questions on a timely manner.
Minimizing windows, or switching browser tabs is prohibited during the exam.
Once you click on start quiz, the timer will count and you will not be able to save answers and continue later, so you are advised to start the quiz only when you are ready to complete it within one sitting.

الاسم ثلاثي

البريد الإلكتروني

The coach and coachee are equal partners to elevate the performance.

True False None

The cost of turnover should be calculated yearly & impact negatively on call center budget.

True False None

A person who has never done anything wrong in his life is an underachiever - Conrad Hilton.

True False None

Leadership skills considered number one priority criteria when hiring new leaders.

True False None

Innovative companies collect data to better understand and serve the customer.

True False None

1 out of 8

The coaching engine consists of; operations, training and quality only.

True False None

The uncontrollable shrinkage factors consist of: annual leaves, breaks and public holidays.

True False None

The daily co-pilot coaching considered as important but not urgent under time matrix.

True False None

No matter if you are Lion or Ghazal, what matter is your speed in this era.

True False None

10.

Less than 1% of corporate managers study contact-center reports before making a critical decision.

True False None

2 out of 8

11.

The GROW model steps, involving Goal, Reality, Options and Will.

True False None

12.

The first step for schedule preparation is monitoring the accuracy.

True False None

13.

Knowledge is the leader's ability to absorb and realize the facts surrounding him.

True False None

14.

One of Team Leader Performance focus on quality aspects is adherence to schedule.

True False None

15.

One of the big challenges facing the QA program is how it will impacting the hiring practices and training programs?

True False None

3 out of 8

16.

Step three when you conducting the coaching session ; is to Ensure that the employee is not encountering unexpected difficulties or has not slipped back into old behaviors and you must follow up and recognize the change and provide positive reinforcement.

True False None

17.

One of the common problems associated with forecasting, is treat exception as the rule.

True False None

18.

The glass model for leadership includes; delegating, motivating, developing, organizing, coaching and training.

True False None

19.

The information engine in call center includes; training, distribution and operations only.

True False None

20.

The Quality Attribute & Standards concerning telephone courtesy & protocols: Gently apologize to the customer if you aren’t able to fulfill the request & follow call-back protocol.

True False None

4 out of 8

21.

Select the coaching style; push/pull depending on the characteristic & personality of agent.

True False None

22.

One of the five activities that leaders must do is to establish a balanced, friendly relationship with the work team.

True False None

23.

Occupancy is the percentage of time that an agent is in their seat ready to handle calls as compared to the actual time they are in telephone model.

True False None

24.

The organization will prosper if they have effective managers and leaders running the show.

True False None

25.

One of monitoring component for measuring customer experiences is whether the answers were correct? Were the organization’s policies and procedures adhere to? Were the organization’s procedures followed?

True False None

5 out of 8

26.

The feedback EARS model consists of; Empathize, Acknowledge, Relate and Summarize.

True False None

27.

Leadership Interpersonal Roles in Organizations, seeker & spreader of information and represents group.

True False None

28.

Turnover rate is one of the effectiveness indicators in call center.

True False None

29.

One of the top ten things that leaders should not do is not to speak negatively about management or the goals of management or the company.

True False None

30.

One of the methods for Quality Monitoring is Walk-around observation.

True False None

6 out of 8

31.

Preparation and Planning for Coaching includes; review analysis of KPIs and develop full report for proper and constructive discussion to close gaps.

True False None

32.

Delegating leadership style tends to set the parameters for the work and have the final say on decisions, but you actively involve your team members in the process.

True False None

33.

Average speed of answer is one of the effectiveness indicators in call center.

True False None

34.

One of the essential elements of effective meetings, is determine who is responsible for documenting the meeting minutes and monitoring the meeting time.

True False None

35.

Quality monitoring refers to the process of observing multi-media contacts in order to assess & evaluate the strengths &weaknesses of agent performance (attitude, skills & knowledge) only.

True False None

7 out of 8

36.

Coaching definition: It is a support process by leaders and managers to help employees identify personal problems or organizational changes that affect job performance.

True False None

37.

The first step in managing & analyzing reports and filling gaps, is improvements review.

True False None

38.

One of the important elements of developing a delegation plan is determine the level of authority required.

True False None

39.

Efficient execution strategy focus on highly trained CCR to perform in depth data gathering

True False None

40.

The call quality monitoring start once the agent finished the training.

True False None

8 out of 8

Thank you for your time, exam answers submitted successfully.

اقترب وقت الاختبار على الانتهاء.

You cannot switch tabs while taking this quiz!

You are not allowed to switch tabs violation has been recorded.

لا يمكنك تصغير حجم النافذة اثناء الاختبار

غير مسموح لك بتصغير النافذة أثناء الاختبار. تم تسجيل المخالفة.

Access denied! To begin the quiz, please grant this quiz access to your camera.

Time is Up!

Team Leader Exam

Services

Quick Links

Get In Touch

Team Leader Exam

Services

Quick Links

Get In Touch

Request a Quotation