Call Center Solutions Call Center Technology 2 — Questions and Answers
Question 1: What is a 'predictive dialer' used for in outbound call centers?
- Predicting when inbound call volume will spike
- Automatically dialing multiple numbers simultaneously and connecting agents only when a live person answers (Correct answer)
- Routing calls based on predicted customer sentiment
- Forecasting agent turnover rates
Correct answer: Automatically dialing multiple numbers simultaneously and connecting agents only when a live person answers
Predictive dialers use algorithms to dial multiple numbers at once, filter out busy signals and voicemails, and only connect agents when a live answer is detected, maximizing talk time.
Question 2: What is 'workforce management (WFM) software' used for?
- Processing payroll for call center agents
- Forecasting call volume, scheduling agents, and tracking real-time adherence (Correct answer)
- Managing agent social media profiles
- Automating quality assurance scorecards
Correct answer: Forecasting call volume, scheduling agents, and tracking real-time adherence
WFM software uses historical data to forecast call volumes, generates optimized agent schedules, and monitors real-time adherence to ensure the right number of agents are available at the right times.
Question 3: What is 'speech analytics' in a call center?
- Software that corrects agent grammar in real time
- Technology that automatically transcribes and analyzes call recordings for keywords, sentiment, and compliance (Correct answer)
- A tool that measures how fast agents speak
- A system for routing calls based on the caller's voice print
Correct answer: Technology that automatically transcribes and analyzes call recordings for keywords, sentiment, and compliance
Speech analytics tools process recorded calls to identify trends, compliance violations, customer sentiment, and coaching opportunities at scale without manual review.
Question 4: What is the purpose of a 'knowledge base' in a call center?
- Storing agent personal information securely
- A centralized repository of product information, FAQs, and troubleshooting guides agents can reference during calls (Correct answer)
- A database of blacklisted customer phone numbers
- A library of recorded training videos
Correct answer: A centralized repository of product information, FAQs, and troubleshooting guides agents can reference during calls
A knowledge base gives agents instant access to accurate, up-to-date information about products, policies, and procedures, reducing AHT and improving FCR.
Question 5: What is 'omnichannel' support in a contact center?
- Supporting customers in multiple languages simultaneously
- Providing a seamless, integrated customer experience across all communication channels (phone, chat, email, social media) (Correct answer)
- Using multiple telephony vendors for redundancy
- Offering 24/7 support across all time zones
Correct answer: Providing a seamless, integrated customer experience across all communication channels (phone, chat, email, social media)
Omnichannel contact centers unify all communication channels so customer context and history are shared across voice, chat, email, and social interactions, enabling seamless experiences.
Question 6: What does 'PCI DSS compliance' require of call centers that process credit card payments?
- All agents must be located in the United States
- Agents must pause call recording when customers provide payment card details (Correct answer)
- Credit card data must be stored in the CRM for 7 years
- Customers must give consent before paying over the phone
Correct answer: Agents must pause call recording when customers provide payment card details
PCI DSS (Payment Card Industry Data Security Standard) compliance requires that call recordings be paused or redacted during payment card data entry to prevent storage of sensitive cardholder information.
Call Center Solutions Call Center Technology 2
What is a 'predictive dialer' used for in outbound call centers?