Call Center Systems Technology 2

Question 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?

Accepted Answer

CTI (Computer Telephony Integration)

Answer

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

Question 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?

Accepted Answer

Skills-based routing

Answer

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

Question 3

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

Accepted Answer

IVR (Interactive Voice Response)

Answer

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

Question 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?

Accepted Answer

Whisper coaching

Answer

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

Question 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?

Accepted Answer

Predictive dialer overdial ratio

Answer

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

Call Center Practice Test

Call Center Practice Test

Call Center Systems Technology 2