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Test your basic knowledge |
Call Center Vocab
Start Test
Study First
Subjects
:
certifications
,
business-skills
Instructions:
Answer 25 questions in 15 minutes.
If you are not ready to take this test, you can
study here
.
Match each statement with the correct term.
Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.
This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.
1. A sales technique whereby a seller induces the customer to purchase more expensive items - upgrades - or other add-ons in an attempt to make a more profitable sale.
Average Wait Time before Abandon
Inbound Call Center
Script
Upselling
2. A call center that primarily handles calls of an outbound nature (calls placed by the call center rep. on behalf of a business - organization or group).
ASR (Automatic speech recognition)
Idle time
Outbound Call Center
Agent
3. A line of people or calls waiting to be handled - usually in sequential order. Real Time: Level of computer responsiveness considered sufficient to the task required.
Abandoned Call
ASR (Automatic speech recognition)
ACD (Automatic Call Distribution)
Queue
4. An option that gives you the ability to route calls according to the caller's response to your recording. Most IVRs take the form of a recording that states (for example) 'If you want Sales - press one. If you want Support - press two'.
Predictive dialer
Inbound Call Center
IVE (Interactive Voice Response)
LAN (Local Area Network)
5. A software feature that routes a call to groups of agents (also called a 'queue') based on first-in - first-answered criteria. The guiding principle is that the caller who has been waiting the longest will be first the caller routed to the next avail
ACD (Automatic Call Distribution)
Upselling
Active
Predictive dialer
6. An agent's telephone is considered in the Available state when the telephone is able to receive calls. A logged on agent enters the Available mode when they log into the telephone system and then exit the Not Ready state. Some telephone systems autom
Available state
AHT (Average handling time)
Agent
TCA (Total calls abandoned)
7. Having the ability to receive calls. Agents become active when they log into the telephone system.
ACD (Automatic Call Distribution)
Available state
TCA (Total calls abandoned)
Active
8. The capability of a voice processing system to decipher spoken words and phrases.
Active
Cross selling
Script
Speech Recognition
9. The written words and logic to be followed in the handling of a contact.
IVE (Interactive Voice Response)
Available state
Script
Cross selling
10. A group of computers connected via a networking protocol (such as Ethernet - Novell - etc.) - that can communicate and share resources with each other.
ACD (Automatic Call Distribution)
ASA (Average Speed of Answer)
Available state
LAN (Local Area Network)
11. A computerized system that dials telephone numbers - filtering out unanswered calls - busy signals - disconnected lines - and other unproductive calls. Using an algorithm to predict agent availability - the system saves the time an agent would spend
IVE (Interactive Voice Response)
Agent
Predictive dialer
Outbound Call Center
12. The average amounts of time per Abandoned call the customer waited to be answered before abandoning the call.
Available state
Average Wait Time before Abandon
Call Center
Inbound Call Center
13. A term that generally refers to a call Center set up to handle queries about product installation - usage or problems.
Predictive dialer
Script
Contact Center
Help Desk
14. The number of calls abandoned by callers.
TCA (Total calls abandoned)
Help Desk
LAN (Local Area Network)
Outbound Call Center
15. A call center that primarily handles calls of an inbound nature (calls placed by the customer).
LAN (Local Area Network)
Idle time
Inbound Call Center
Queue
16. A centralized office used to receive and transmit a large volume of requests by the telephone - usually with some amount of computer automation.
Call Center
ACD (Automatic Call Distribution)
Active
Cross selling
17. Percentage of time agents spend not ready to take calls.
IVE (Interactive Voice Response)
Call Center
Idle time
Upselling
18. The Average Speed of Answer for calls received by a queue. The timing for answering the call begins when the call is queued and ends when an agent answers the call.
Script
ASA (Average Speed of Answer)
ACD (Automatic Call Distribution)
Idle time
19. The average time a call takes - including greeting - conversation - wrap-up - and time the caller spent on hold.
Upselling
Abandoned Call
AHT (Average handling time)
ASR (Automatic speech recognition)
20. Average amount of time an agent spends in conversation with a caller.
Idle time
Agent
ATT (Average talk time)
Average Wait Time before Abandon
21. A systematically organized facility that enable distant communication between the organization and the customer/client
AHT (Average handling time)
ASA (Average Speed of Answer)
Contact Center
Agent
22. Technology used to provide information and forward calls - which allows callers to speak entries rather than punch numbers on a keypad.
ASR (Automatic speech recognition)
Active
ATT (Average talk time)
Call Center
23. Also called suggestive selling - sales technique whereby complementary products are presented to a customer after the customer has demonstrated a desire and willingness to purchase a particular product.
ASR (Automatic speech recognition)
Cross selling
AHT (Average handling time)
Abandoned Call
24. An incoming call is counted as ____________ when the caller hangs up before the call is answered by an agent. The sum includes calls that abandon while waiting for an agent to answer the call at their telephone.
Outbound Call Center
Abandoned Call
Call Center
ASR (Automatic speech recognition)
25. A general term for someone who handles telephone calls in a call center. Other common names for the same job include operator - Telephone Service Representative - attendant - and representative.
ASA (Average Speed of Answer)
Abandoned Call
Agent
Help Desk