Call Center Employment 3

Question 1

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

Accepted Answer

Workforce management

Answer

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

Question 2

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

Accepted Answer

Americans with Disabilities Act (ADA)

Answer

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

Question 3

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

Accepted Answer

Team leader or supervisor

Answer

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

Question 4

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

Accepted Answer

Extra pay for working evening, night, or weekend shifts

Answer

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

Question 5

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?

Accepted Answer

Fair Credit Reporting Act (FCRA)

Answer

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

Call Center Practice Test

Call Center Practice Test

Call Center Employment 3