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