Call Center, Layout and Tools and Equipment | August 24th

Which of the following tools is essential for managing inbound and outbound calls in a call center?

• CRM software

• Headsets

• Telephony Systems

• Dual Monitors

What technology allows for clear, cost-effective communication over the internet in modern telephony systems?

• IVR

• VoIP

• ACD

• CRM

Which piece of equipment helps reduce background noise in a busy call center environment?

• Telephony Systems

• Integrated Communication Platforms

• CRM Software

• Noise-canceling Headsets

Which of the following is a feature that routes calls to the most appropriate agent based on predefined criteria?

• VoIP

• ACD

• IVR

• Dual Monitors

What is the primary purpose of CRM software in a call center?

• To store and access customer information

• To record calls for quality assurance

• To distribute calls to agents

• To reduce background noise

What is one of the key advantages of CRM software?

• It helps reduce physical strain

• It allows for automated follow-up tasks

• It enables hands-free communication

• It routes calls to the correct agent

Which tool is primarily used for training, quality assurance, and dispute resolution?

• Call Recording Software

• Telephony Systems

• Dual Monitors

• ACD

Which performance metric measures the time agents spend handling customer interactions?

• CSAT

• AHT

• FCR

• IVR

What type of layout is characterized by low partitions and promotes collaboration?

• Cubicle Layout

• Open Floor Plan

• Pod Layout

• Hybrid Layout

What layout is best for tasks that require concentration or confidentiality?

• Open Floor Plan

• Cubicle Layout

• Pod Layout

• Partitioned Layout