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