Call Center Technology Systems 2

Question 1

What does IVR stand for in call center technology?

Accepted Answer

Interactive Voice Response

Answer

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?

Accepted Answer

Screen pop via CTI

Answer

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?

Accepted Answer

ACD (Automatic Call Distributor)

Answer

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?

Accepted Answer

A softphone

Answer

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?

Accepted Answer

Storing and managing customer interaction history and data

Answer

A CRM centralizes customer records and interaction history so agents can personalize and track service.

Call Center Practice Test