This Advanced Level Test is suited to experienced professionals who are likely in managerial or supervisory roles within banking customer service.
Candidates are expected to have an extensive background in banking operations, customer service management, and strategic planning. Test questions are complex and multifaceted, covering topics like strategic management and innovation in customer service, advanced problem-solving, high-level customer service metrics, and the impact of regulatory changes on customer service.
There is a key focus on the role of technology in enhancing customer service and the importance of data-driven decision-making. Candidates are evaluated on their expertise in leading and strategising customer service operations. This includes assessing their ability to drive significant improvements in service quality, manage and motivate customer service teams, and align customer service strategies with the overall goals of the bank.
Successful candidates will demonstrate proficiency in managing customer service operations, implementing appropriate strategies, and adapting to the evolving banking landscape.
Designed to access
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Strategic Customer Service Management
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Resolution of High-Level Customer Service Issues
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Expertise in Regulatory Impact on Service
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Innovative Solutions for Service Improvement
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Data-Driven Service Optimization
Use this test to hire for
- Senior Customer Service Managers
- Banking Operations Managers
- Heads of Retail Banking or Branch Managers
- Senior Relationship Managers or Corporate Banking Managers
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Duration 10 minutes
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Languages English
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Level Advanced / Level 3
Question
In the context of a bank's call centre, what does AHT stand for and measure?
Select ONE answer
Question
Why is First Contact Resolution (FCR) crucial in customer service operations?
Select ONE answer
Question
In banking customer service, what does 'omnichannel' support refer to?
Select ONE answer
Use skills-based tests to make data-driven hiring decisions
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Unbiased, skills-based assessments to ensure objective and equitable hiring decisions
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Comprehensive analytics and insights for making informed, data-backed candidate selections
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Scales to accommodate your hiring needs, from small teams to large-scale recruitment drives