Technology & Equipment Flashcards
6 cards from real Answering Service practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Technology & Equipment flashcards as text
What does ACD stand for in answering service technology?
Answer: Automatic Call Distributor
ACD (Automatic Call Distributor) is a telephony system that routes incoming calls to the appropriate agent or queue based on predefined rules.
What is the purpose of a headset in an answering service environment?
Answer: To allow hands-free operation so operators can type while speaking with callers
Headsets enable hands-free communication, allowing operators to simultaneously type messages, access databases, and speak with callers.
What is VoIP, and why is it commonly used by answering services?
Answer: Voice over Internet Protocol — a cost-effective technology for transmitting voice calls over the internet
VoIP transmits voice calls over the internet, offering answering services a scalable, cost-effective alternative to traditional phone lines.
What does a CRM system help answering service operators do?
Answer: Access client-specific scripts, account details, and call history to handle calls accurately
A CRM (Customer Relationship Management) system stores client information, scripts, and history, enabling operators to handle each account accurately.
What is the purpose of a 'softphone' in modern answering services?
Answer: Software that enables voice calls from a computer without a physical telephone handset
A softphone is a software application that allows operators to make and receive calls on a computer, replacing physical phone hardware.
Why is call recording important in an answering service?
Answer: For quality assurance, dispute resolution, and training purposes
Call recordings are used to audit quality, resolve disputes about what was communicated, and as training material for operators.