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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. Average amount of time an agent spends in conversation with a caller.
Agent
ASA (Average Speed of Answer)
ATT (Average talk time)
Call Center
2. 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)
Call Center
ATT (Average talk time)
Contact Center
3. 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).
Outbound Call Center
Predictive dialer
Help Desk
ACD (Automatic Call Distribution)
4. 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.
Abandoned Call
ASA (Average Speed of Answer)
ACD (Automatic Call Distribution)
Script
5. 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.
ATT (Average talk time)
Upselling
IVE (Interactive Voice Response)
Queue
6. A term that generally refers to a call Center set up to handle queries about product installation - usage or problems.
ATT (Average talk time)
Help Desk
Call Center
IVE (Interactive Voice Response)
7. The average time a call takes - including greeting - conversation - wrap-up - and time the caller spent on hold.
AHT (Average handling time)
Available state
ATT (Average talk time)
Call Center
8. Having the ability to receive calls. Agents become active when they log into the telephone system.
Agent
Active
ASR (Automatic speech recognition)
Upselling
9. The capability of a voice processing system to decipher spoken words and phrases.
Speech Recognition
Queue
TCA (Total calls abandoned)
ASA (Average Speed of Answer)
10. A systematically organized facility that enable distant communication between the organization and the customer/client
Contact Center
Call Center
AHT (Average handling time)
ASA (Average Speed of Answer)
11. The average amounts of time per Abandoned call the customer waited to be answered before abandoning the call.
ATT (Average talk time)
Average Wait Time before Abandon
Contact Center
Predictive dialer
12. A group of computers connected via a networking protocol (such as Ethernet - Novell - etc.) - that can communicate and share resources with each other.
Help Desk
Contact Center
Predictive dialer
LAN (Local Area Network)
13. A call center that primarily handles calls of an inbound nature (calls placed by the customer).
Script
LAN (Local Area Network)
Speech Recognition
Inbound Call Center
14. 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
Speech Recognition
Active
TCA (Total calls abandoned)
Available state
15. 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
Average Wait Time before Abandon
IVE (Interactive Voice Response)
AHT (Average handling time)
Predictive dialer
16. Technology used to provide information and forward calls - which allows callers to speak entries rather than punch numbers on a keypad.
IVE (Interactive Voice Response)
Abandoned Call
ASR (Automatic speech recognition)
Contact Center
17. The written words and logic to be followed in the handling of a contact.
AHT (Average handling time)
ATT (Average talk time)
ASR (Automatic speech recognition)
Script
18. 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.
Active
LAN (Local Area Network)
ACD (Automatic Call Distribution)
Agent
19. 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.
Abandoned Call
Help Desk
Outbound Call Center
Inbound Call Center
20. Percentage of time agents spend not ready to take calls.
Cross selling
Abandoned Call
Script
Idle time
21. 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.
Upselling
ASR (Automatic speech recognition)
Active
Cross selling
22. A centralized office used to receive and transmit a large volume of requests by the telephone - usually with some amount of computer automation.
Speech Recognition
Idle time
Call Center
Help Desk
23. 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'.
ASA (Average Speed of Answer)
Predictive dialer
Inbound Call Center
IVE (Interactive Voice Response)
24. 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.
TCA (Total calls abandoned)
Active
Cross selling
ASR (Automatic speech recognition)
25. The number of calls abandoned by callers.
TCA (Total calls abandoned)
Script
Call Center
Help Desk