Call Center Technology Systems 2 — Questions and Answers
Question 1: What does IVR stand for in call center technology?
- Integrated Virtual Reception
- Internal Voice Routing
- Inbound Voice Recording
- Interactive Voice Response (Correct answer)
Correct answer: Interactive Voice Response
IVR (Interactive Voice Response) lets callers navigate menus and self-serve using voice or keypad input.
Question 2: A caller's account information automatically appears on the agent's screen as the call connects. Which technology enables this?
- Voicemail transcription
- Call whisper
- Screen pop via CTI (Correct answer)
- Predictive dialer
Correct answer: Screen pop via CTI
Computer Telephony Integration (CTI) triggers a screen pop that displays caller data from the CRM as the call arrives.
Question 3: Which system distributes incoming calls to available agents based on rules like skills or idle time?
- PBX voicemail
- Knowledge base
- Softphone client
- ACD (Automatic Call Distributor) (Correct answer)
Correct answer: ACD (Automatic Call Distributor)
The ACD queues and routes incoming calls to agents according to configured distribution rules.
Question 4: An agent works from home using only a headset and a browser-based application to take calls. What is this application called?
- A hard phone
- An IVR node
- A softphone (Correct answer)
- A trunk line
Correct answer: A softphone
A softphone is software that makes and receives calls over the internet without physical desk phone hardware.
Question 5: What is the primary purpose of a CRM system in a call center?
- Encrypting phone lines
- Scheduling agent shifts
- Monitoring network bandwidth
- Storing and managing customer interaction history and data (Correct answer)
Correct answer: Storing and managing customer interaction history and data
A CRM centralizes customer records and interaction history so agents can personalize and track service.
Question 6: Which technology converts voice calls into data packets sent over the internet?
- ISDN
- Bluetooth tethering
- Fax over analog
- VoIP (Correct answer)
Correct answer: VoIP
Voice over Internet Protocol (VoIP) transmits voice as data packets over IP networks instead of traditional phone lines.
Question 7: A supervisor wants to listen to a live call without the agent or customer hearing them. Which feature do they use?
- Call whisper
- Call barge
- Silent monitoring (Correct answer)
- Conference bridge
Correct answer: Silent monitoring
Silent monitoring lets a supervisor listen to a live call undetected, unlike whisper or barge which are audible.
Call Center Technology Systems 2
What does IVR stand for in call center technology?