Call Center Technology Systems 4

Question 1

During a payment, the call recording automatically pauses while the customer reads their card number. Which compliance standard drives this behavior?

Accepted Answer

PCI DSS

Answer

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?

Accepted Answer

High latency and packet loss

Answer

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?

Accepted Answer

Rapid scaling and remote access without owning hardware

Answer

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?

Accepted Answer

Identifying churn risk and coaching opportunities automatically

Answer

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?

Accepted Answer

Voice biometrics

Answer

Voice biometrics matches a caller's voiceprint against an enrolled sample to verify identity.

Call Center Practice Test