Call Center FREE Call Center Call Center Systems Technology Questions and Answers 2

Question 1

Which call center technology uses skills-based routing to match callers with the most qualified available agent?

Accepted Answer

Automatic Call Distributor (ACD)

Answer

Private Branch Exchange (PBX)

Answer

Voice over IP (VoIP)

Answer

Session Border Controller (SBC)

Question 2

What is the primary purpose of Computer Telephony Integration (CTI) in a call center?

Accepted Answer

To link telephone systems with computer applications so agents see caller data on screen

Answer

To compress audio files for storage

Answer

To encrypt call recordings for compliance

Answer

To manage workforce scheduling across time zones

Question 3

In a call center environment, what does the term 'warm transfer' refer to?

Accepted Answer

Transferring a call after introducing the caller to the receiving agent

Answer

Routing a call to the next available agent without notification

Answer

Placing a caller on hold while searching for an agent

Answer

Disconnecting and having another agent call back

Question 4

Which metric does Workforce Management (WFM) software primarily use to forecast call center staffing needs?

Accepted Answer

Average handle time and historical call volume patterns

Answer

Agent satisfaction survey scores

Answer

Number of abandoned calls per shift

Answer

Real-time queue depth only

Question 5

What technology allows call center agents to handle customer inquiries from phone, email, chat, and social media through a single interface?

Accepted Answer

Omnichannel contact center platform

Answer

Predictive dialer

Answer

Stand-alone IVR system

Answer

Analog PBX switch

Question 6

What is the main advantage of using cloud-based Contact Center as a Service (CCaaS) over traditional on-premises systems?

Accepted Answer

It offers scalability and rapid deployment without heavy infrastructure costs

Answer

It eliminates the need for any internet connectivity

Answer

It requires larger upfront capital investment

Answer

It only supports voice calls, simplifying operations