Operations & Process Management Flashcards

On a predictive dialer, what does the abandonment rate measure?

Answer: Connected calls dropped because no agent was available

Abandonment happens when the dialer connects a call but no agent is free, so the call is dropped.

Under the TCPA, which action requires the consumer's prior express consent?

Answer: Calling a cell phone with an autodialer or a prerecorded voice

The TCPA requires prior express consent before calling a wireless number with an ATDS or an artificial/prerecorded voice.

A manager notices one team's QA scores are high but its complaint rate is also high. What is the most likely process gap?

Answer: The QA scorecard does not weight the compliance and consumer-treatment behaviors that drive complaints

If QA scores and complaints disagree, the scorecard is probably measuring the wrong behaviors and needs to be recalibrated.

What does 'penetration rate' usually mean in collection call operations?

Answer: The percentage of accounts in a work queue that received at least one attempt

Penetration measures how much of the available inventory was actually worked during a period.

Under the FDCPA, which hours are presumed convenient for contacting a consumer unless the collector knows otherwise?

Answer: 8:00 a.m. to 9:00 p.m. in the consumer's local time

FDCPA Section 805(a)(1) presumes 8 a.m. to 9 p.m. in the consumer's location is convenient.

Which workforce management practice best keeps service levels steady during the busy Monday-morning inbound peak?

Answer: Forecasting interval-level volume and scheduling staff to match it

Interval-based forecasting and scheduling puts staff in place when the call volume actually arrives.

What is the main control purpose of separating payment posting duties from collection agent duties?

Answer: Reducing the risk of fraud and misapplied payments

Segregation of duties stops one person from both collecting and recording funds, which limits fraud.