KNOW YOUR CONTACT CENTRE (L0631)

Question 1
Call Back option is offered to the caller after how many seconds in case of high Average Handling Time (AHT)
A) 60 Sec
B) 120 sec
c) 240 Sec
D) 360 sec

Question 2
For availing ATM Switch ON/OFF through IVR, the caller has to provide input in IVR
A) Last 4 digits of A/C No Last 4 Digits of Card No DoB (In ddmmyy)
B) Last 4 digits of A/C No Last 4 Digits of Card No YoB (YYYY)
C) Last 5 digits of A/C No Last 5 Digits of Card No DoB (In ddmmyyyy)
D) Last 5 digits of A/C No Last 5 Digits of Card No YoB (In yyyy)

Question 3
Home loan, Education Loan & Deposit Interest Certificate are available for
A) current financial year
B) previous financial year
c) last 02 financial years
D) option 2 & 3 are correct

Question 4
Customer can generate Green PIN for ATM through Branch as well as
A) Contact Centre
B) GITC
C) ATM Web
D) None

Question 5
Contact Centre has acquired two new easy-to-remember Toll-Free numbers - 1800 1234 &_______(?)
A) 1800 4321
B) 1800 2200
C) 1800 2100
D) 1800 112211

Question 6
Account Statement & Last 05 txns through SMS/email available for a] Individual Customers & not for non-
individual customers b] P-segment Saving Bank Customers c] Current Account Customers d] Staff Overdraft
account
A) option a only
B) Option b only
C) Option c only
D) All the options are correct

Question 7
CSAT-Score has been migrated to uniform 4-scale PAGO model. Please identify the incorrect option
A) Poor
B) Average
C) Good
D) Ordinary
 KNOW YOUR CONTACT CENTRE (L0631)

Question 8
To get Account Balance / Statement via SMS/email through IVR option, customer has to input which four digits
of his account number
A) First four digits of account number(1to4)
B) Second four digits of account number(5to8)
c) Last four digits of account number
D) None of the above

Question 9
Calls from Contact Centre are made to analytical leads of Pre-approved Car Loans (PACL) customers & submit
the warmed lead in ____ for final conversion at the Branch end
A) CRM
B) OCAS
C) YONO
D) RLMS

Question 10
Which are the other operations carried through Contact Centre:
A) Soft Recovery
B) Lead Warming
C) Email responses
D) All the above

Question 11
Cheque Book issuance through Contact Centre service is available to customers under
________segment
A) C&I
B) Non-ind
C) P-seg
D) All of the Above

Question 12
Contact Centre responds to emails received from the customers through following email IDs (a)
customer@sbi.co.in (b) contactcentre@sbi.co.in (c) customercare@sbi.co.in
A) option a only
B) option b & c only
C) All a,b & c
D) None

Question 13
What is the meaning of CSAT index?
A) Customer Satisfaction Index
B) Customer Scoring Index
C) Customer Satisfying Index
D) Customer Savings Index

Question 14
Card reissuance service through IVR is available only for reissuance of cards blocked during previous
A) 1 month
B) 03months
C) 06months
D) 12months
 KNOW YOUR CONTACT CENTRE (L0631)

Question 15
What is the tagline of the marketing strategy of Contact Centre?
A) Banking as easy as 1-2-3-4
B) The Banker to every Indian
C) With you, all the way
D) Brand New Contact Centre

Question 16
Cheque book related services through Contact Centre are
A) Cheque Book Issuance
B) Dispatch status of latest Cheque Book
C) Stop Cheque
D) All of the Above

Question 17
Dedicated Toll-Free number for High Networth Individuals (HNI) customers is:
A) 1800 1234
B) 1800 89 00
C) 1800 2100
D) 1800 88 88

Question 18
Which particular type of services are not available through Contact Centre?
A) ATM Card Blocking
B) INB blocking
c) UPI Blocking
D) Credit Card Blocking

Question 19
Analytical models for Pre-delinquency calling are adopted for:
A) Personal & Education Loans
B) Home, Personal, Auto & Agri Loans
C) Home, Auto & sme Loans
D) Home, Personal, Auto & Education Loans

Question 20
Green Pin generated through Contact Centre IVR is valid for a period of
A) 12hours
B) 24hours
C) 36hours
D) 48hours

Question 21
Increase in call volume (account balance & statement services) through contact centre can result in reduction
of the following services availed by the customer at the Branches
A) Balance enquiry over the counter
B) Passbook update
C) footfall at the Branch
D) All of the Above
 KNOW YOUR CONTACT CENTRE (L0631)

Question 22
The number of languages being handled by Contact Centre is:
A) 12
B) 14
C) 16
D) 18

Question 23
Contact Centre calls the newly opened CSP account holders for (i) welcome call, (ii) Information for INB/YONO
set up, (ii) Information about the family benefits, (iv) feedback, (v) Information about the investment set up
A) (i), (iii) & (v) only
B) (ii) only
C) All of the above
D) (v) only

Question 24
In case of post delinquent Customers, Soft Recovery Agent calling will take place from ____th day to_____th
day.
A) 5th day to 69days
B) 6th to 79days
C) 7th to 89th day
D) 8th to 99days

Question 25
In case of post-delinquent Customers, voice blast will go to the customers immediately after the slippage in to
SMA within____days.
A) 3 days
B) 4 days
c) 5 days
D) 6 days

Question 26
The password combination to open the file received for account statement, TDS Certificate, Deposit Interest
Certificate, Home Loan & Education loan Certificate
A) Last 05 digits of both registered mobile number & last 05digits of account number
B) Last 05 digits of both registered mobile number & date of birth in ddmmyyyy form
C) First 05 digits of both registered mobile number & last 05digits of account number
D) Last 05 digits of registered mobile number & date of birth in ddmmyy form

Question 27
What is the dedicated toll-free number for SBI Senior Citizens & Differently abled customers
A) 1800 88 88
B) 1800 11 11 09
C) 1800 11 22 11
D) 1800 42 53 800

Question 28
Dedicated Toll-Free number for fastag services is
A) 1800 11 00 18
B) 1800 11 00 09
C) 1800 11 00 01
D) 1800 11 20 18
 KNOW YOUR CONTACT CENTRE (L0631)

Question 29
What is the meaning of AWT?
A) Average Wasting Time
B) Average Waiting Time
C) Average Watching Time
D) Average Worrying Time

Question 30
Interest Certificate is available only for which type of loan accounts
A) Education loan
B) Home Loan
C) Both 1 & 2
D) None of the above

Question 31
Whitelisting of Contact Centre outbound number with Truecaller involves:
A) Bank's name is not shown
B) Bank's name comes with Red colour background
C) Bank's name appear as verified business
D) Bank's name is shown in white Background

Question 32
In case of calls made for cross-selling of products, the customer consent is captured through gets stored
centrally at CRM
A) INB/YONO
B) OCAS
C) Physically at Branch
D) All of the above

Question 33
Can Contact Centre provide loan balance and EMI details to third party?
A) Yes
B) No
C) Maybe
D) Service not available

Question 34
Can a customer apply for Cheque Book through Contact Centre?
A) Yes, through IVR
B) Yes, through agent
C) Yes, through IVR as well as agent
D) No, service is not provided by Contact Centre,Customer has to contact the Branch

Question 35
TDS & Deposit Interest Certificate will be sent on the _____ in the form of a Password protected file.
A) Registered mobile number through SMS
B) Registered mobile number through Whatsapp
C) Registered email id
D) None of the above
 KNOW YOUR CONTACT CENTRE (L0631)

Question 36
Contact Centre provides support to the NRI customers through its ITFNs which are spread over different
geographical locations of the world
A) 15 ITFNs spread over 16 countries
B) 17 ITFNs spread over 18 countries
C) 18 ITFNs spread over 19 countries
D) 19 ITFNs spread over 20 countries

Question 37
Contact Centre agents answer customer queries/provide services using which of the Bank's applications?
A) CRMNext
B) CBS
C) SBI Times
D) None

Question 38
A replacement card can be issued through Contact Centre IVR/Agent against a card blocked during the last__
months.
A) 1
B) 2
C) 3
D) 6

Question 39
Is it possible to block UPI and INB through Contact Centre?
A) Yes, through IVR
B) Yes, through IVR & agent
C) Service will soon be available
D) Only ATM card blocking is available

Question 40
Which of the following service is most cost effective to the Bank?
A) IVR services
B) Agent Services
C) Transaction Services at Branches
D) All of the Above

Question 41
What is the meaning of Self-Service in the context of Contact Centre:
A) Customer resolving his/her own issue through a digital channel like YONO or INB
B) The SBI Wealth Management team serving the customer
C) Blocking of (i) ATM Card, INB & UPI, (ii) Card re-issuance & dispatch status, (iii) cheque book request and (iv)
requesting interest certificates can be done by the Customer through IVR
D) Contact Centre agent assisting the customers over call

Question 42
Does the Contact Centre calls the AUCA accounts also?
A) Yes
B) No
C) only deliquent accounts
D) only NPA accounts
 KNOW YOUR CONTACT CENTRE (L0631)

Question 43
Contact Centre services are available to the customers:
A) During Banks working Hours
B) 24x7x365
C) When Bank is closed D) None

Question 44
To avail services for card reissuance, date of birth to be entered in form of
A) ddmmyy
B) yymmdd C) yyyymmdd
D) ddmmyyyy

Question 45
What is the meaning of Soft Recovery Calls?
A) Soft recovery calls are being made for the post delinquent customers in SMA 2, 3 & 4.
B) Soft recovery calls are being made for the post delinquent customers in SMA 5, 6 & 7.
C) Soft recovery calls are being made for the post delinquent customers in SMA 3, 4 & 5.
D) Soft recovery calls are being made for the post delinquent customers in SMA 0, 1 & 2.

Question 46
Full range of services are available for RMN & Non RMN callers?
A) RMN only
B) Non RMN only
C) Option a & b
D) None of the above

Question 47
Caller can block which credentials while blocking INB through Contact Centre.
A) Account blocking
B) Profile Password blocking
C) Transaction Blocking
D) USER ID

Question 48
What is the dedicated toll-free number for yono
A)1800 1111 01
B)1800 111109
C)1800 110001
D)1800 110009

Question 49
Average calls made by contact centre to a customer per month for recovery to obtain promise to pay
A) 02 calls
B) 04 calls
C) 06 calls
D) 08 calls

Question 50
Debit Card Issuance service through contact centre is available for
A) Fresh Issuance
B) Re-issuance
C) Both a & b D) None of the above