Call Center Solutions Call Center Technology

Question 1

What does CRM stand for in a call center context?

Accepted Answer

Customer Relationship Management

Answer

Call Routing Module

Answer

Centralized Recording Monitor

Answer

Cost Reduction Methodology

Question 2

What is a CTI (Computer Telephony Integration) screen pop?

Accepted Answer

Automatic display of customer account information when a call arrives at an agent's workstation

Answer

A pop-up ad that appears on the agent's screen during downtime

Answer

A notification that a call has been recorded

Answer

A real-time translation overlay for international calls

Question 3

What is an ACD (Automatic Call Distributor)?

Accepted Answer

A telephony system that routes incoming calls to the most appropriate available agent

Answer

Software that automatically generates outbound marketing calls

Answer

A device that records and stores call audio

Answer

A system that blocks spam calls automatically

Question 4

What is the difference between an on-premise call center and a cloud-based call center?

Accepted Answer

On-premise hardware is hosted locally by the company; cloud-based infrastructure is hosted by a third-party provider

Answer

On-premise uses IVR; cloud-based does not

Answer

Cloud-based centers only handle chat, not voice

Answer

On-premise centers can only handle inbound calls

Question 5

What does 'CCaaS' stand for?

Accepted Answer

Contact Center as a Service

Answer

Customer Care as a Service

Answer

Call Compliance and Assurance System

Answer

Centralized Communication and Automation Suite

Question 6

What is 'call recording' primarily used for in US call centers?

Accepted Answer

Quality assurance, agent training, and legal/compliance purposes

Answer

Billing customers by the minute

Answer

Blocking robocalls automatically

Answer

Generating transcripts for social media posts