FREE Call Center Soft Skills Course Question and Answer

Question 1

This is a phrase used in the information industry to refer to processes, programs, and typically Internet capabilities that assist businesses in handling clients in a systematic manner.

Accepted Answer

CRM

Answer

SCM

Answer

ROI

Answer

SAP

Question 2

A corporation can use this scoring system to select which clients to pursue in order to increase earnings.

Accepted Answer

customer valuation

Answer

spend management

Answer

business impact analysis

Answer

mean opinion score

Question 3

When a company's customer support agents are spread out geographically, this is what you call it.

Accepted Answer

virtual call center

Answer

Direct Inward Dialing

Answer

geographic information system

Answer

Remote Procedure Call

Question 4

This is a queue of call center customers waiting to be helped, typically in sequential order, commencing at the front or top of the queue.

Accepted Answer

queue

Answer

first-order logic

Answer

grumble line

Answer

feed line

Question 5

A call center agent can communicate with a customer using this software-enabled technique by taking control of the customer's computer and showing them something.

Accepted Answer

collaborative browsing

Answer

remote wakeup

Answer

show control

Answer

Remote Method Invocation

Question 6

This is the hub of an organization where phone, fax, email, and other channels are used to manage client contacts.

Accepted Answer

contact center

Answer

network operations center

Answer

Information Technology Information Sharing and Analysis Center

Answer

data center

Question 7

This is the capability of a device or program to understand and execute voice commands or take client dictation, frequently leading to call center cost savings.

Accepted Answer

speech recognition

Answer

collaborative robot

Answer

smart matter

Answer

brain-machine interface