Technology Systems Flashcards

During a payment, the call recording automatically pauses while the customer reads their card number. Which compliance standard drives this behavior?

Answer: PCI DSS

PCI DSS prohibits storing sensitive card data, so recordings pause-and-resume during payment capture.

An agent's calls keep dropping and audio is choppy. Which network metric is most likely the culprit?

Answer: High latency and packet loss

VoIP quality degrades when latency, jitter, or packet loss rise on the network path.

What is the main advantage of a cloud-based contact center platform over on-premises systems?

Answer: Rapid scaling and remote access without owning hardware

Cloud platforms scale seats on demand and support remote agents without maintaining physical infrastructure.

Speech analytics software flags calls where customers say phrases like 'cancel my account.' What is this capability used for?

Answer: Identifying churn risk and coaching opportunities automatically

Speech analytics scans transcripts for keywords and sentiment to surface churn risks and coaching needs.

Which authentication technology verifies a caller's identity by analyzing their unique voice characteristics?

Answer: Voice biometrics

Voice biometrics matches a caller's voiceprint against an enrolled sample to verify identity.

A chatbot resolves simple questions and hands complex ones to live agents with the conversation transcript. What is this handoff called?

Answer: Bot-to-agent escalation with context transfer

Context-preserving escalation passes the full bot conversation to the agent so customers never repeat themselves.

Why should agents lock their workstation when stepping away, per typical call center security policy?

Answer: To prevent unauthorized access to customer data

Unattended unlocked screens expose sensitive customer data to unauthorized viewing or misuse.