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