FREE Call Center Employment Question and Answers Flashcards

What is the primary purpose of an Automatic Call Distributor (ACD) in a call center?

Answer: To route incoming calls to the most appropriate available agent

An ACD system intelligently routes incoming calls to available agents based on predefined criteria such as skills, availability, and queue priority.

Which metric measures the percentage of calls answered within a specified time threshold?

Answer: Service Level

Service level measures the percentage of calls answered within a target time frame, such as 80% of calls answered within 20 seconds.

What does 'schedule adherence' refer to in call center workforce management?

Answer: How closely agents follow their assigned work schedules

Schedule adherence measures how closely agents stick to their assigned schedules, including login times, breaks, and logout times.

An agent receives a call from an irate customer demanding a refund beyond company policy. What is the best first step?

Answer: Actively listen and empathize with the customer before explaining options

Active listening and empathy help de-escalate the situation and build rapport before addressing the customer's issue within policy guidelines.

What is 'workforce management' (WFM) primarily responsible for in a call center?

Answer: Forecasting call volumes and scheduling staff accordingly

Workforce management focuses on forecasting contact volumes and creating optimized schedules to ensure the right number of agents are available at the right times.

Which of the following best describes 'omnichannel support' in a modern call center?

Answer: Offering support through multiple integrated channels with a seamless customer experience

Omnichannel support integrates multiple communication channels so customers can switch between them without losing context or having to repeat information.