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