Sample Answer
I run voice and chat through a mix of tools—Genesys for ACD/routing, Zendesk for ticketing, and a real-time dashboard (Looker) that pulls ASA, AHT, FCR, SLA compliance and abandonment rate. Each morning I scan the dashboard: if ASA for voice exceeds 30s or chat wait goes above 60s, I re-prioritize skill-based queues and push a quick chat-bot triage to reduce load. I track FCR and resolution rate weekly and tie coaching to agents under 70% FCR. Over the last year those changes cut ASA from 45s to 28s and improved resolution rate by 15%, while CSAT stayed above 92%. I also run 15-minute stand-ups to reallocate staff during peaks.
Keywords
In your civil engineering studies, what specific design coursework or project work did you complete related to irrigation channels or canals (e.g., design of lined/unlined canals, distributaries, minors)? Describe one such design in detail, including how you determined discharge, permissible velocity, section dimensions, and lining choice for Gujarat-type soil and climate conditions.
Based on your hydrology and irrigation engineering background, explain how you would estimate the irrigation water requirement for a kharif crop in a semi-arid region of Gujarat. Walk me through each step: from reference evapotranspiration estimation, crop coefficient selection, effective rainfall calculation, to arriving at canal discharge for a given command area.
Walk me through a recent multi-channel digital marketing campaign you managed end-to-end. How did you set objectives, choose channels, allocate budget, and measure success?
On your resume you mention working on a cross-functional project (e.g., involving multiple teams or stakeholders). Describe a situation from that project where priorities conflicted—how did you navigate the trade-offs and what was the final outcome?
Can you explain how you would tailor your sales approach for selling medical products in the telecommunications industry?