Call Center Technology Systems 4 — Questions and Answers
Question 1: During a payment, the call recording automatically pauses while the customer reads their card number. Which compliance standard drives this behavior?
- PCI DSS (Correct answer)
- OSHA
- FMLA
- ADA
Correct answer: PCI DSS
PCI DSS prohibits storing sensitive card data, so recordings pause-and-resume during payment capture.
Question 2: An agent's calls keep dropping and audio is choppy. Which network metric is most likely the culprit?
- Outdated antivirus
- High latency and packet loss (Correct answer)
- Full hard drive
- Low monitor resolution
Correct answer: High latency and packet loss
VoIP quality degrades when latency, jitter, or packet loss rise on the network path.
Question 3: What is the main advantage of a cloud-based contact center platform over on-premises systems?
- Guaranteed zero downtime forever
- No need for internet connectivity
- Free unlimited phone numbers
- Rapid scaling and remote access without owning hardware (Correct answer)
Correct answer: Rapid scaling and remote access without owning hardware
Cloud platforms scale seats on demand and support remote agents without maintaining physical infrastructure.
Question 4: Speech analytics software flags calls where customers say phrases like 'cancel my account.' What is this capability used for?
- Blocking those callers
- Deleting the recordings
- Identifying churn risk and coaching opportunities automatically (Correct answer)
- Charging customers extra fees
Correct answer: Identifying churn risk and coaching opportunities automatically
Speech analytics scans transcripts for keywords and sentiment to surface churn risks and coaching needs.
Question 5: Which authentication technology verifies a caller's identity by analyzing their unique voice characteristics?
- MAC filtering
- DTMF tones
- Caller ID spoofing
- Voice biometrics (Correct answer)
Correct answer: Voice biometrics
Voice biometrics matches a caller's voiceprint against an enrolled sample to verify identity.
Question 6: A chatbot resolves simple questions and hands complex ones to live agents with the conversation transcript. What is this handoff called?
- Bot-to-agent escalation with context transfer (Correct answer)
- Cold transfer
- Call parking
- Line hunting
Correct answer: Bot-to-agent escalation with context transfer
Context-preserving escalation passes the full bot conversation to the agent so customers never repeat themselves.
Question 7: Why should agents lock their workstation when stepping away, per typical call center security policy?
- To prevent unauthorized access to customer data (Correct answer)
- To reset the phone queue
- To speed up the CRM
- To save electricity
Correct answer: To prevent unauthorized access to customer data
Unattended unlocked screens expose sensitive customer data to unauthorized viewing or misuse.
Call Center Technology Systems 4
During a payment, the call recording automatically pauses while the customer reads their card number.
Which compliance standard drives this behavior?