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