Phone Service Business Call Center Operations 2

Question 1

What is skills-based routing in a call center?

Accepted Answer

Directing calls to agents who have the specific skills or expertise to handle that type of inquiry

Answer

Routing calls based on the caller's zip code

Answer

Sending all calls to the most senior agent first

Answer

Randomly assigning calls to available agents

Question 2

What is a predictive dialer in an outbound call center?

Accepted Answer

An automated system that dials multiple numbers simultaneously and connects only live answers to agents

Answer

A manual list of phone numbers for agents to dial

Answer

A voicemail broadcasting tool

Answer

A call recording device

Question 3

Under the US Telephone Consumer Protection Act (TCPA), what is required before calling a mobile number using an auto-dialer?

Accepted Answer

Prior express written consent from the called party

Answer

Only a business license is needed

Answer

A registered DBA name

Answer

A toll-free number

Question 4

What is the Do Not Call Registry and who enforces it in the US?

Accepted Answer

A national registry managed by the FTC allowing consumers to opt out of telemarketing calls; enforced by the FTC and FCC

Answer

A state-run list of banned business numbers; enforced by state courts

Answer

A list of blocked spam SMS numbers; enforced by carriers

Answer

A private opt-out service for business phone systems

Question 5

What is omnichannel customer service in a contact center context?

Accepted Answer

Providing seamless customer support across multiple channels (phone, chat, email, social media) with integrated context

Answer

Using only phone and email for support

Answer

Operating 24 hours a day

Answer

Using a single agent for all communication types

Question 6

What does workforce management (WFM) software do in a call center?

Accepted Answer

Forecasts call volumes and schedules agents to meet demand while minimizing labor costs

Answer

Records all agent phone calls

Answer

Monitors internet usage by agents

Answer

Manages payroll and HR benefits