Call Center Operations Flashcards
6 cards from real Phone Service Business practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Call Center Operations flashcards as text
What is skills-based routing in a call center?
Answer: Directing calls to agents who have the specific skills or expertise to handle that type of inquiry
Skills-based routing matches incoming calls to agents with the specific expertise needed, such as language, product knowledge, or technical skill.
What is a predictive dialer in an outbound call center?
Answer: An automated system that dials multiple numbers simultaneously and connects only live answers to agents
A predictive dialer automatically dials ahead based on statistical algorithms to maximize agent talk time by connecting only answered calls.
Under the US Telephone Consumer Protection Act (TCPA), what is required before calling a mobile number using an auto-dialer?
Answer: Prior express written consent from the called party
The TCPA requires businesses to obtain prior express written consent before using an auto-dialer or prerecorded message to call a mobile number.
What is the Do Not Call Registry and who enforces it in the US?
Answer: A national registry managed by the FTC allowing consumers to opt out of telemarketing calls; enforced by the FTC and FCC
The National Do Not Call Registry, managed by the FTC, lets consumers opt out of telemarketing, and businesses face fines up to $51,744 per violation.
What is omnichannel customer service in a contact center context?
Answer: Providing seamless customer support across multiple channels (phone, chat, email, social media) with integrated context
Omnichannel support integrates all communication channels so agents see the full customer history regardless of which channel the customer uses.
What does workforce management (WFM) software do in a call center?
Answer: Forecasts call volumes and schedules agents to meet demand while minimizing labor costs
WFM software uses historical data to forecast call volumes and creates optimized agent schedules to maintain service levels efficiently.