Call Center Soft Skills Course

10 Questions | Total Attempts: 488

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Call Center Soft Skills Course

This quiz show the trainer how Is the agent he will go though call center roles and responsibility.


Questions and Answers
  • 1. 
    . 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.
    • A. 

      A. feed line

    • B. 

      B. first-order logic

    • C. 

      C. grumble line

    • D. 

      D. queue

  • 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. 

      A. ROI

    • B. 

      B. SCM

    • C. 

      C. SAP

    • D. 

      D. CRM

  • 3. 
    This is a central point in an enterprise from which customer interactions are managed via phone, fax, email and other channels.
    • A. 

      A. data center

    • B. 

      B. contact center

    • C. 

      C. network operations center

    • D. 

      D. Information Technology Information Sharing and Analysis Center

  • 4. 
    This is a scoring process used to help a company determine which customers the company should target in order to maximize profit.
    • A. 

      A. customer valuation

    • B. 

      B. spend management

    • C. 

      C. mean opinion score

    • D. 

      D. business impact analysis

  • 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. 

      A. remote wakeup

    • B. 

      B. collaborative browsing

    • C. 

      C. Remote Method Invocation

    • D. 

      D. show control

  • 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. 

      A. brain-machine interface

    • B. 

      B. collaborative robot

    • C. 

      C. smart matter

    • D. 

      D. speech recognition

  • 7. 
    This is what you call it when an organization's customer service representatives are geographically dispersed.
    • A. 

      A. geographic information system

    • B. 

      B. Remote Procedure Call

    • C. 

      C. virtual call center

    • D. 

      D. Direct Inward Dialing

  • 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. 

      A. Web self-service

    • B. 

      B. remote-control software

    • C. 

      C. self-scanning checkout

    • D. 

      D. self-assembly

  • 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. 

      A. e-support

    • B. 

      B. first call resolution

    • C. 

      C. automatic repeat request

    • D. 

      D. Quality of Service

  • 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. 

      A. thought recognition

    • B. 

      B. total cost of ownership

    • C. 

      C. decision support system

    • D. 

      D. customer lifecycle

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