Mixed Deck — All Call Center Hosting Topics Flashcards
100 cards from real Call Center Hosting practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 20 Mixed Deck — All Call Center Hosting Topics flashcards as text
What term describes a call center hosting model that combines on-premises infrastructure with cloud-based services?
Answer: Hybrid cloud
A hybrid cloud model blends on-premises infrastructure with public or private cloud services.
What is 'callback' (virtual hold) in a call center queue system?
Answer: Allowing callers to hang up and receive an automatic call back when an agent is free
Virtual hold/callback lets callers opt out of waiting on hold and receive an automatic return call when an agent becomes available.
What is a 'unified agent desktop' in the context of a CTI-integrated contact center?
Answer: A consolidated interface combining telephony controls, CRM data, knowledge base, and chat tools in one screen
A unified agent desktop consolidates all tools an agent needs—phone controls, customer history, knowledge articles, and messaging—into one interface, reducing application switching and average handle time.
Which factor most directly drives a call center to choose a hosted cloud model over on-premises infrastructure?
Answer: Reduced capital expenditure (CapEx)
Hosted cloud models convert large upfront hardware costs (CapEx) into predictable recurring operational expenses (OpEx).
What does DNIS stand for and how is it used in call routing?
Answer: Dialed Number Identification Service — identifies which number the caller dialed to trigger specific routing
DNIS identifies which number the caller dialed, allowing the ACD to apply different routing rules for different advertised numbers.
What is 'vishing' and why is it a threat to call center operations?
Answer: Voice phishing — attackers impersonate callers or agents to extract sensitive information or access systems
Vishing (voice phishing) uses phone calls to trick agents or customers into divulging sensitive data or granting system access to attackers.
In a hosted call center, what does 'screen pop' refer to?
Answer: Automatically displaying relevant customer information on the agent's screen when a call connects
A screen pop automatically pulls up the customer's CRM record or account information on the agent's screen when the call connects.
What does 'overflow routing' do in an ACD system?
Answer: Redirects calls to another queue, site, or voicemail when the primary queue is too busy
Overflow routing redirects calls to an alternate destination when queue thresholds (wait time or queue depth) are exceeded.
What is 'agent utilization' in workforce management, and how does it differ from occupancy?
Answer: Utilization includes non-phone activities like training in its denominator; occupancy only counts logged-in phone time
Agent utilization uses total paid hours (including training, meetings) as the denominator, while occupancy uses only logged-in time, giving a broader view of productivity.
What is 'service level' in call center operations?
Answer: The percentage of calls answered within a target time threshold (e.g., 80% in 20 seconds)
Service level is the percentage of inbound calls answered within a defined time threshold, commonly expressed as '80/20' (80% answered in 20 seconds).
What is the primary purpose of automatic call logging in a CRM-CTI integration?
Answer: Automatically creating a record of each call, its duration, and outcome in the CRM
Automatic call logging creates a timestamped CRM record of each interaction including duration and disposition codes, ensuring accurate history without requiring manual agent entry.
What is 'First Call Resolution' (FCR)?
Answer: The percentage of customer issues fully resolved on the first contact without a callback or follow-up needed
FCR measures how often customers' issues are completely resolved during their first interaction, without needing to call back.
What is 'workforce management' (WFM) software used for in a call center?
Answer: Forecasting call volume, scheduling agents, and optimizing staffing levels to meet service goals
WFM software forecasts demand, creates agent schedules, and tracks real-time adherence to ensure the right number of agents are available at the right times.
In CTI systems, what is ANI (Automatic Number Identification) primarily used for?
Answer: Identifying the caller's phone number to look up their CRM record
ANI delivers the caller's phone number to the receiving system, enabling the CTI software to automatically query the CRM and retrieve the matching customer record.
In call center workforce management, what is 'occupancy rate'?
Answer: The percentage of time agents spend on calls and after-call work vs. total logged-in time
Occupancy rate measures the percentage of logged-in time agents spend actively handling contacts versus waiting for calls.
What is a 'self-service' IVR transaction in a call center?
Answer: A call fully resolved by the IVR without needing a live agent
A self-service IVR transaction is one the caller completes entirely through the automated system without ever speaking to an agent.
What is 'burst capacity' in a hosted call center context?
Answer: Temporary additional capacity provisioned during demand spikes
Burst capacity allows a cloud call center to temporarily scale beyond its baseline to handle unexpected surges in call volume.
In CTI terminology, which statement best describes a 'screen pop'?
Answer: The automatic display of a customer's CRM record on the agent's screen when a call arrives
A screen pop is a CTI feature that automatically retrieves and presents relevant customer data from the CRM on the agent's screen at the moment an inbound call connects.
What is 'sentiment analysis' used for in a contact center AI stack?
Answer: Analyzing customer speech or text to determine emotional tone (positive, neutral, negative) in real time
Sentiment analysis uses NLP to detect the emotional tone of customer interactions, enabling real-time alerts and prioritization for distressed callers.
What does 'Average Handle Time' (AHT) measure in a call center?
Answer: The average total time an agent spends on a contact, including talk time and after-call work
AHT = Average Talk Time + Average Hold Time + Average After-Call Work Time, representing the total agent time consumed per contact.