Call Center Technology Systems 5 — Questions and Answers
Question 1: The phone system goes down mid-shift. According to standard practice, what should an agent do first?
- Follow the documented outage procedure and notify a supervisor (Correct answer)
- Uninstall the softphone
- Call customers from a personal cell phone
- Restart the building's power
Correct answer: Follow the documented outage procedure and notify a supervisor
Agents should follow the established business continuity procedure and escalate rather than improvise with unsecured tools.
Question 2: What does 'call whisper' allow a supervisor to do during a live call?
- Mute the customer permanently
- End the call remotely
- Record only the customer's side
- Coach the agent privately without the customer hearing (Correct answer)
Correct answer: Coach the agent privately without the customer hearing
Whisper mode lets the supervisor speak to the agent while remaining inaudible to the customer.
Question 3: A knowledge base integrated into the agent desktop primarily helps agents do what?
- Change the IVR menu
- Monitor network traffic
- Find accurate answers quickly during live interactions (Correct answer)
- Track their payroll hours
Correct answer: Find accurate answers quickly during live interactions
An integrated knowledge base surfaces verified answers and procedures without leaving the interaction screen.
Question 4: Which feature estimates a caller's wait and offers to call them back when an agent is free, without losing their queue place?
- Three-way conferencing
- Virtual queuing with callback (Correct answer)
- Call barging
- Voicemail broadcast
Correct answer: Virtual queuing with callback
Virtual queuing holds the caller's position and triggers an automatic callback when their turn arrives.
Question 5: After-call work (ACW) timers in the phone system track what activity?
- Time on lunch break
- Time customers spend on hold
- Time spent on notes and follow-up tasks after a call ends (Correct answer)
- Time the IVR plays music
Correct answer: Time spent on notes and follow-up tasks after a call ends
ACW measures post-call wrap-up time such as logging notes and completing dispositions.
Question 6: An agent must categorize each completed call as 'billing,' 'technical,' or 'sales' in the system. What is this action called?
- Screen scraping
- Port forwarding
- Trunk provisioning
- Setting a disposition code (Correct answer)
Correct answer: Setting a disposition code
Disposition codes classify call outcomes for reporting and routing improvements.
Question 7: Why do call centers use single sign-on (SSO) across their agent applications?
- To share one password among all agents
- To slow down logins for security
- To let agents securely access multiple tools with one login (Correct answer)
- To bypass password requirements entirely
Correct answer: To let agents securely access multiple tools with one login
SSO gives agents one secure credential for all authorized tools, reducing password fatigue and risk.
Call Center Technology Systems 5
The phone system goes down mid-shift.
According to standard practice, what should an agent do first?