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HDI Help Desk Manager Sample Questions:
1. What should you consider when performing workforce scheduling and resource planning? (Choose three)
A) insourcing and outsourcing procedures
B) how to project future workloads based on past request arrival patterns
C) the need to identify required staffing based on projected volume
D) the random nature of call arrival patterns
2. Which three statements describe how to use recognition and rewards to retain people with optional skills and good personal traits? (Choose three)
A) reward actions that support the team's vision and business goals
B) publicly post individual performance rankings
C) highlight both individual and team contributions at staff or team meetings.
D) link rewards to specific behaviors in a timely fashion
3. Which commonly used technology supports workflow management within a Call Management System?
A) fax
B) automated alerts
C) voice mail
D) broadcast messaging devices
4. What are two enabling factors of the HDI Certified Support Center model? (Choose two)
A) satisfaction
B) leadership
C) results
D) resources
5. What are two ways to understand and value cultural difference ? (Choose two)
A) take a course in business administration
B) take a course in cross-cultural studies
C) study the business practices in relation to the mission statement
D) study the business practices of successful multinational business
Solutions:
| Question # 1 Answer: B,C,D | Question # 2 Answer: A,C,D | Question # 3 Answer: B | Question # 4 Answer: B,D | Question # 5 Answer: B,D |
By Silvester
