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