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