What factor is most important in determining the priority of an incident?
The caller emotional state.
The caller connection to the Support Centre.
The incident impact on the Support Centre.
The incident impact on the business.
Which statement best describes a team?
A team is a forum for creativity and self expression.
A team is a group of people working to accomplish the same goals.
A team is an open, honest environment.
A team is a group of strong personalities.
Which statement best illustrates the concept of providing consistent service?
Give each customer an answer on first contact.
Escalate all calls within 10 minutes if no answer is available.
Provide all callers with the same quality of service.
Answer all calls within 15 seconds or 3 rings.