Call Center Solutions Call Center Technology 2

Question 1

What is a 'predictive dialer' used for in outbound call centers?

Accepted Answer

Automatically dialing multiple numbers simultaneously and connecting agents only when a live person answers

Answer

Predicting when inbound call volume will spike

Answer

Routing calls based on predicted customer sentiment

Answer

Forecasting agent turnover rates

Question 2

What is 'workforce management (WFM) software' used for?

Accepted Answer

Forecasting call volume, scheduling agents, and tracking real-time adherence

Answer

Processing payroll for call center agents

Answer

Managing agent social media profiles

Answer

Automating quality assurance scorecards

Question 3

What is 'speech analytics' in a call center?

Accepted Answer

Technology that automatically transcribes and analyzes call recordings for keywords, sentiment, and compliance

Answer

Software that corrects agent grammar in real time

Answer

A tool that measures how fast agents speak

Answer

A system for routing calls based on the caller's voice print

Question 4

What is the purpose of a 'knowledge base' in a call center?

Accepted Answer

A centralized repository of product information, FAQs, and troubleshooting guides agents can reference during calls

Answer

Storing agent personal information securely

Answer

A database of blacklisted customer phone numbers

Answer

A library of recorded training videos

Question 5

What is 'omnichannel' support in a contact center?

Accepted Answer

Providing a seamless, integrated customer experience across all communication channels (phone, chat, email, social media)

Answer

Supporting customers in multiple languages simultaneously

Answer

Using multiple telephony vendors for redundancy

Answer

Offering 24/7 support across all time zones

Question 6

What does 'PCI DSS compliance' require of call centers that process credit card payments?

Accepted Answer

Agents must pause call recording when customers provide payment card details

Answer

All agents must be located in the United States

Answer

Credit card data must be stored in the CRM for 7 years

Answer

Customers must give consent before paying over the phone