Call Center Technology Flashcards
6 cards from real Call Center Solutions practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Call Center Technology flashcards as text
What is a 'predictive dialer' used for in outbound call centers?
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.
What is 'workforce management (WFM) software' used for?
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.
What is 'speech analytics' in a call center?
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.
What is the purpose of a 'knowledge base' in a call center?
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.
What is 'omnichannel' support in a contact center?
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.
What does 'PCI DSS compliance' require of call centers that process credit card payments?
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.