FREE Call Center Call Center Systems Technology Questions and Answers

Question 1

A call center manager wants to implement a system that automatically routes incoming calls to the agent who has been idle the longest.
Which Automatic Call Distributor (ACD) routing method should be selected?

Accepted Answer

Longest idle routing

Answer

Skills-based routing

Answer

Round-robin routing

Answer

Priority-based routing

Question 2

When an inbound call arrives, a window automatically appears on the agent's computer screen displaying the caller's CRM record, including their contact information and recent interaction history. What technology enables this functionality?

Accepted Answer

Computer Telephony Integration (CTI)

Answer

Interactive Voice Response (IVR)

Answer

Workforce Management (WFM)

Answer

Predictive Dialer

Question 3

A company is launching a large outbound telemarketing campaign and wants to maximize agent talk time by minimizing manual dialing and time spent waiting for a customer to answer. Which system is best suited for this high-volume scenario?

Accepted Answer

Predictive Dialer

Answer

Automatic Call Distributor (ACD)

Answer

Interactive Voice Response (IVR)

Answer

Power Dialer

Question 4

Which of the following is a primary benefit of using an Interactive Voice Response (IVR) system in a call center?

Accepted Answer

It enables customer self-service for routine tasks and gathers initial information.

Answer

It guarantees every customer speaks to a live agent immediately.

Answer

It provides agents with real-time performance analytics.

Answer

It automatically dials multiple numbers for outbound campaigns.

Question 5

A rapidly growing company needs a call center solution that can be deployed quickly, supports remote agents, and can be easily scaled up or down without significant upfront hardware investment. Which deployment model best fits these requirements?

Accepted Answer

Cloud-based solution

Answer

On-premise solution

Answer

Hybrid solution

Answer

Legacy PBX system

Question 6

A call center wants to enable agents to handle voice and video calls directly within their web browser without requiring customers or agents to install special plugins or software. Which technology makes this possible?

Accepted Answer

WebRTC (Web Real-Time Communication)

Answer

VoIP (Voice over Internet Protocol)

Answer

SIP (Session Initiation Protocol)

Answer

PSTN (Public Switched Telephone Network)

A call center manager wants to implement a system that automatically routes incoming calls to the agent who has been idle the longest.Which Automatic Call Distributor (ACD) routing method should be selected?

A call center manager wants to implement a system that automatically routes incoming calls to the agent who has been idle the longest.
Which Automatic Call Distributor (ACD) routing method should be selected?