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

Skills-based routing matches incoming calls to agents with the specific expertise needed, such as language, product knowledge, or technical skill.

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 predictive dialer automatically dials ahead based on statistical algorithms to maximize agent talk time by connecting only answered calls.

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

The TCPA requires businesses to obtain prior express written consent before using an auto-dialer or prerecorded message to call a mobile 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

The National Do Not Call Registry, managed by the FTC, lets consumers opt out of telemarketing, and businesses face fines up to $51,744 per violation.

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

Omnichannel support integrates all communication channels so agents see the full customer history regardless of which channel the customer uses.

Phone Service Business Practice Test

Phone Service Business Practice Test

Phone Service Business Call Center Operations 2