Call Center Soft Skills Course

2.

This is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise handle customers in an organized way.

A. ROI
B. SCM
C. SAP
D. CRM

Correct Answer

A. D. CRM

Explanation

CRM stands for Customer Relationship Management and it refers to methodologies, software, and usually Internet capabilities that help an enterprise handle customers in an organized way. CRM systems are designed to improve customer satisfaction, increase sales, and enhance customer loyalty by providing businesses with tools to effectively manage customer interactions, track customer information, and automate various customer-related processes. Therefore, CRM is the correct answer as it aligns with the given description of an information industry term that helps enterprises handle customers in an organized manner.

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3.

This is a central point in an enterprise from which customer interactions are managed via phone, fax, email and other channels.

A. data center
B. contact center
C. network operations center
D. Information Technology Information Sharing and Analysis Center

Correct Answer

A. B. contact center

Explanation

A contact center is a central point in an enterprise where customer interactions are managed through various channels such as phone, fax, email, and others. This is where customers can reach out for support, inquiries, or assistance. It serves as a hub for handling customer interactions and ensuring a smooth flow of communication between the company and its customers.

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4.

This is a scoring process used to help a company determine which customers the company should target in order to maximize profit.

A. customer valuation
B. spend management
C. mean opinion score
D. business impact analysis

Correct Answer

A. A. customer valuation

Explanation

Customer valuation is the process of assessing the value and potential profitability of individual customers or customer segments. It involves analyzing various factors such as customer behavior, purchasing patterns, lifetime value, and profitability to determine which customers are most valuable and should be targeted in order to maximize profit. By understanding the value of different customers, companies can allocate their resources more effectively and tailor their marketing strategies to attract and retain the most profitable customers.

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5.

This is a software-enabled technique that allows a call center representative to interact with a customer by taking over the customer's computer to show them something.

A. remote wakeup
B. collaborative browsing
C. Remote Method Invocation
D. show control

Correct Answer

A. B. collaborative browsing

Explanation

Collaborative browsing is the correct answer because it accurately describes the software-enabled technique mentioned in the question. Collaborative browsing allows a call center representative to take control of a customer's computer in order to visually guide them through a process or show them something on their screen. This technique enhances communication and support between the representative and the customer, making it an effective tool for troubleshooting or providing assistance remotely.

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6.

This is the ability of a machine or program to recognize and carry out voice commands or take dictation from customers, often resulting in call center cost savings.

A. brain-machine interface
B. collaborative robot
C. smart matter
D. speech recognition

Correct Answer

A. D. speech recognition

Explanation

Speech recognition refers to the ability of a machine or program to understand and interpret spoken language. In the given context, it is used to recognize and carry out voice commands or take dictation from customers. This technology is often used in call centers to automate certain tasks and reduce costs. By accurately understanding and responding to customer voice commands, speech recognition can enhance efficiency and improve customer experience. Therefore, option d. speech recognition is the correct answer.

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7.

This is what you call it when an organization's customer service representatives are geographically dispersed.

A. geographic information system
B. Remote Procedure Call
C. virtual call center
D. Direct Inward Dialing

Correct Answer

A. C. virtual call center

Explanation

A virtual call center refers to the situation when an organization's customer service representatives are geographically dispersed. This means that instead of being located in a centralized physical location, the representatives work remotely from different locations. They use technology and communication tools to connect with customers and provide customer service. This setup allows for flexibility in hiring and managing customer service staff, as well as the ability to provide customer support across different time zones.

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8.

This is a form of electronic support, allowing customers to access information and perform routine tasks over the Internet, without requiring any interaction with a representative of an enterprise.

A. Web self-service
B. remote-control software
C. self-scanning checkout
D. self-assembly

Correct Answer

A. A. Web self-service

Explanation

Web self-service refers to a system that enables customers to access information and complete tasks online without the need for assistance from a company representative. This can include features such as FAQs, knowledge bases, online forms, and automated chatbots. It allows customers to find answers to their questions and perform routine tasks conveniently and independently. This technology reduces the need for human interaction and provides customers with a self-service option for accessing information and completing tasks over the internet.

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9.

This is properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call.

A. e-support
B. first call resolution
C. automatic repeat request
D. Quality of Service

Correct Answer

A. B. first call resolution

Explanation

First call resolution refers to the ability of a customer service representative to address and resolve a customer's issue or query during their initial phone call. This means that the customer does not have to make a second call or follow up for further assistance. Therefore, the given answer correctly identifies the concept of first call resolution as the solution that eliminates the need for a customer to make a second call.

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10.

This is a term used to describe the progression of steps a customer goes through when considering, purchasing, using, and maintaining loyalty to a product or service.

A. thought recognition
B. total cost of ownership
C. decision support system
D. customer lifecycle

Correct Answer

A. D. customer lifecycle

Explanation

The term "customer lifecycle" refers to the stages that a customer goes through from the initial consideration of a product or service to the post-purchase phase. It includes the steps of awareness, consideration, purchase, and loyalty. This concept recognizes that the relationship between a customer and a product or service is not limited to a single transaction, but rather evolves over time. Understanding the customer lifecycle allows businesses to tailor their marketing and customer service strategies to effectively engage and retain customers at each stage.

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Call Center Soft Skills Course

. In a call center, this is a line of people waiting to be handled, usually in sequential order starting at the beginning or top of the line or sequence.

Quiz Preview

This is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise handle customers in an organized way.

This is a central point in an enterprise from which customer interactions are managed via phone, fax, email and other channels.

This is a scoring process used to help a company determine which customers the company should target in order to maximize profit.

This is a software-enabled technique that allows a call center representative to interact with a customer by taking over the customer's computer to show them something.

This is the ability of a machine or program to recognize and carry out voice commands or take dictation from customers, often resulting in call center cost savings.

This is what you call it when an organization's customer service representatives are geographically dispersed.

This is a form of electronic support, allowing customers to access information and perform routine tasks over the Internet, without requiring any interaction with a representative of an enterprise.

This is properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call.

This is a term used to describe the progression of steps a customer goes through when considering, purchasing, using, and maintaining loyalty to a product or service.