Phone Service Business Call Center Operations

Question 1

What does ACD stand for in a call center?

Accepted Answer

Automatic Call Distributor

Answer

ACD (Automatic Call Distributor) is a system that routes incoming calls to the most appropriate available agent based on predefined rules.

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

AHT measures the total average time agents spend per interaction, including talk time, hold time, and any post-call wrap-up work.

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

FCR measures the percentage of customer issues resolved on the first contact, a key indicator of call center efficiency and customer satisfaction.

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

IVR (Interactive Voice Response) allows callers to interact with a computerized system using voice or keypad inputs to navigate menus or complete transactions.

Question 5

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

Accepted Answer

Abandonment rate

Answer

Abandonment rate is the percentage of callers who hang up while waiting in queue before being connected to an agent.

Phone Service Business Practice Test

Phone Service Business Practice Test

Phone Service Business Call Center Operations