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Systems Technology Flashcards

7 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 7 Systems Technology flashcards as text

  1. An agent reports that customer calls are connecting but the matching account record no longer pops up on screen. Which system integration has most likely failed?

    Answer: CTI (Computer Telephony Integration)

    CTI links the phone system to the CRM so caller data appears on the agent's screen when a call arrives.

  2. A call center wants callers to route to the agent best trained for their specific issue rather than simply the next available agent. Which ACD feature should be enabled?

    Answer: Skills-based routing

    Skills-based routing matches callers to agents based on defined skill profiles rather than simple availability.

  3. Which technology allows a caller to check an account balance by speaking or pressing keys without ever reaching a live agent?

    Answer: IVR (Interactive Voice Response)

    IVR provides automated self-service through voice or DTMF keypad input, resolving requests without an agent.

  4. A supervisor needs to silently listen to a live call and speak privately to the agent without the customer hearing. Which monitoring feature does this describe?

    Answer: Whisper coaching

    Whisper coaching lets a supervisor advise the agent in real time while remaining inaudible to the customer.

  5. In an outbound campaign, agents complain about frequent silent gaps followed by calls dropping because no agent was free when the customer answered. Which dialer setting is most likely misconfigured?

    Answer: Predictive dialer overdial ratio

    Predictive dialers that dial too aggressively relative to available agents create abandoned or silent calls.

  6. What is the primary function of a softphone in a modern call center?

    Answer: Making and receiving calls through software on a computer instead of a physical phone

    A softphone is a software application that handles voice calls over the data network, replacing a desk phone.

  7. A call center is migrating from on-premises PBX hardware to a cloud contact center platform. Which benefit is MOST directly gained from this move?

    Answer: Elastic scaling of capacity without buying new hardware

    Cloud platforms let centers scale seats and capacity up or down on demand without purchasing physical equipment.