FREE Call Center Training Question and Answers

Question 1

All of the following may be handled by call center agents, but not:

Accepted Answer

Employment activities

Answer

Marketing

Answer

Billing activities

Answer

Customer support

Question 2

The only exception to the list of call center types is:

Accepted Answer

Amazon

Answer

Inbound

Answer

Outbound

Answer

Offshore

Question 3

In a call center:

Accepted Answer

A business with at least ten call-making and call-receiving agents

Answer

A business phone center that answers and places calls on behalf of another organization

Answer

A call center established outside of the country where an organization is based to answer phone calls for that organization

Answer

A telemarketing company that answers client questions and sells products

Question 4

The acronym HEART is:

Accepted Answer

Human Employment and Resource Training

Answer

Human Resource & Employment Trust

Answer

Human & Employment Training Trust

Answer

Higher Employee Assistance & Resource Training

Question 5

The actual physical result of the sender's encoding is called the ________.

Accepted Answer

message

Answer

noise

Answer

channel

Answer

filter

Question 6

Neutralizing an accent means:

Accepted Answer

Adjusting ones verbal communication to that of the receiver

Answer

Speaking only in patois

Answer

Speaking only in Spanish

Answer

Ensuring one has no accent at all

Question 7

A call center recruiter:

Accepted Answer

Seeks out new prospects to work in the call center

Answer

Provides coaching and correction for the newcomer

Answer

Provides orientation for call center workers

Answer

Trains the new agents