Contact Center

Contact Center

Professional Development

5 Qs

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Assessment

Quiz

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Professional Development

Medium

Created by

CHS PH

Used 4+ times

FREE Resource

5 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

This is an example of a Non-Voice task.

Inbound

Outbound

Chat

Voicemail

2.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

This is a system, responsible for routing incoming calls. This tool is essential for any company that must handle large volumes of inbound calls or a company that has a customer service center.

IVR

CTI

CRM

ACD

3.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

This is a technology that connects a phone system to a computer or mobile device, eliminating the need for a landline phone. It is primarily used in call centers to manage inbound and outbound calls with the goal to improve call efficiency and simplify call management.

CTI

CRM

IVR

ACD

4.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

In this system, all channels are made available to the consumer but channels are not integrated.

Call Center

Omni-channel

Multi-channel

Contact Center

5.

MULTIPLE CHOICE QUESTION

20 sec • 1 pt

This primarily focuses on handling voice calls, both inbound and outbound. The telephone is the primary communication channel for interactions between customers and agents.

BPO

Call Center

Contact Center

Back-office