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