Employment Flashcards

A call center schedules agents in staggered shifts to match call volume forecasts. Which function is responsible for this?

Answer: Workforce management

Workforce management forecasts call volume and builds schedules to match staffing to demand.

Which US law prohibits a call center employer from refusing to hire a qualified candidate because of a disability?

Answer: Americans with Disabilities Act (ADA)

The ADA prohibits employment discrimination against qualified individuals with disabilities and requires reasonable accommodations.

An agent is promoted from handling calls to coaching a team of 15 agents. What is their new role commonly called?

Answer: Team leader or supervisor

Team leaders or supervisors coach and manage a group of agents, a typical first promotion step in call centers.

What does 'shift differential' mean in call center compensation?

Answer: Extra pay for working evening, night, or weekend shifts

Shift differential is additional pay offered for working less desirable hours such as nights or weekends.

Before extending a job offer, a call center runs a criminal background check on a candidate. Which US law governs how third-party background checks are used?

Answer: Fair Credit Reporting Act (FCRA)

The FCRA regulates third-party background checks, requiring disclosure, consent, and adverse-action notices.

A call center measures 'occupancy rate' for its agents. What does this metric describe?

Answer: The share of logged-in time agents spend actively handling calls or call work

Occupancy rate is the proportion of logged-in time an agent spends on calls and after-call work versus waiting idle.

Which practice best helps a call center retain experienced agents?

Answer: Offering clear career paths and recognition programs

Career development paths and recognition increase engagement and are proven retention drivers in call centers.