Technology Systems 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 Technology Systems flashcards as text
What does IVR stand for in call center technology?
Answer: Interactive Voice Response
IVR (Interactive Voice Response) lets callers navigate menus and self-serve using voice or keypad input.
A caller's account information automatically appears on the agent's screen as the call connects. Which technology enables this?
Answer: Screen pop via CTI
Computer Telephony Integration (CTI) triggers a screen pop that displays caller data from the CRM as the call arrives.
Which system distributes incoming calls to available agents based on rules like skills or idle time?
Answer: ACD (Automatic Call Distributor)
The ACD queues and routes incoming calls to agents according to configured distribution rules.
An agent works from home using only a headset and a browser-based application to take calls. What is this application called?
Answer: A softphone
A softphone is software that makes and receives calls over the internet without physical desk phone hardware.
What is the primary purpose of a CRM system in a call center?
Answer: Storing and managing customer interaction history and data
A CRM centralizes customer records and interaction history so agents can personalize and track service.
Which technology converts voice calls into data packets sent over the internet?
Answer: VoIP
Voice over Internet Protocol (VoIP) transmits voice as data packets over IP networks instead of traditional phone lines.
A supervisor wants to listen to a live call without the agent or customer hearing them. Which feature do they use?
Answer: Silent monitoring
Silent monitoring lets a supervisor listen to a live call undetected, unlike whisper or barge which are audible.