Call Center Systems Technology 1 Flashcards
6 cards from real Call Center 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 Systems Technology 1 flashcards as text
What is the primary function of an Interactive Voice Response (IVR) system in a call center?
Answer: To allow callers to interact with an automated menu using voice commands or keypad inputs
An IVR system presents callers with automated menus they can navigate via voice commands or touch-tone keypad inputs, enabling self-service or intelligent routing before a live agent is ever involved.
Which type of outbound dialer uses algorithms to dial multiple numbers simultaneously, predicting agent availability to maximize talk time and minimize idle time?
Answer: Predictive dialer
A predictive dialer dials ahead of agent availability using statistical algorithms, connecting only live-answered calls to agents — significantly increasing the number of conversations per hour compared to other dialer types.
What does 'CCaaS' stand for in modern contact center technology?
Answer: Contact Center as a Service
CCaaS (Contact Center as a Service) is a cloud-based delivery model where organizations subscribe to contact center technology without purchasing or managing on-premise hardware, enabling scalability and rapid feature updates.
Which call center technology automatically analyzes recorded or live calls to detect keywords, customer sentiment, and compliance issues?
Answer: Speech analytics
Speech analytics software processes call audio to surface specific words, emotional tone, and trends at scale — helping quality teams identify compliance risks and coaching opportunities far faster than manual call sampling.
What is the purpose of a 'screen pop' in call center software?
Answer: To automatically open the caller's CRM record on the agent's screen the moment a call arrives
A screen pop pulls the caller's account or CRM data and displays it on the agent's screen at call connection, eliminating manual lookup time and allowing the agent to greet the caller with relevant context immediately.
In call center supervision, what does the 'call whisper' (supervisor whisper) feature allow?
Answer: It lets a supervisor speak privately to an agent during a live call without the caller hearing
Call whisper enables a supervisor to speak directly into an agent's ear during an active call — only the agent can hear the supervisor — providing real-time coaching or guidance without interrupting or alarming the customer.