Phone Service Business Call Center Operations

Question 1

What does ACD stand for in a call center?

Accepted Answer

Automatic Call Distributor

Answer

Advanced Call Directory

Answer

Analog Call Delivery

Answer

Active Channel Dialer

Question 2

What is Average Handle Time (AHT) in a call center?

Accepted Answer

The average total time an agent spends on a call including talk time, hold, and after-call work

Answer

The time a caller waits on hold before speaking to an agent

Answer

The number of calls handled per hour

Answer

The percentage of calls resolved on first contact

Question 3

What is First Call Resolution (FCR)?

Accepted Answer

Resolving a customer's issue completely during the first contact without requiring a callback

Answer

Answering all calls within 30 seconds

Answer

Escalating calls to a supervisor immediately

Answer

Recording every incoming call

Question 4

What is an IVR system in a call center?

Accepted Answer

An automated phone system that interacts with callers via voice menus and keypad inputs

Answer

A visual dashboard for supervisors

Answer

A call recording solution

Answer

An agent training platform

Question 5

Which call center metric measures the percentage of callers who hang up before reaching an agent?

Accepted Answer

Abandonment rate

Answer

FCR rate

Answer

Occupancy rate

Answer

Service level

Question 6

What does 'service level' mean in call center management?

Accepted Answer

The percentage of calls answered within a target time threshold, e.g., 80% of calls in 20 seconds

Answer

The quality score given to individual agents

Answer

The uptime percentage of the phone system

Answer

The number of languages supported