Call Center Operations Quiz

What is the primary purpose of authentication in a call center context?

• To ensure the person can transact on the account

• To validate the caller's email and phone number

• To provide customer service

• To record the call

What is a feature of CRM that does not determine successful authentication?

• Screen pop

• Call recording

• Email validation

• Phone number validation

What does IVR stand for in the context of call centers?

• Interactive Voice Response

• Internal Voice Recognition

• Instant Voice Relay

• Integrated Voice Recording

What information does the IVR use to authenticate callers?

• Email address

• Phone number

• Social Security Number

• Date of birth

What should you ask if the caller is not the account holder?

• What is your email address?

• What is your favorite color?

• What is the account holder's name and relationship?

• What is your social security number?

What is required if the IVR does not authenticate the call?

• Automatic authentication

• Manual authentication

• No authentication

• Online authentication

What is the purpose of verifying the identity of the caller?

• To sell products

• To ensure security

• To gather marketing data

• To entertain the caller

What does IVR stand for?

• Interactive Voice Response

• Internet Voice Recognition

• Internal Verification Resource

• Instant Voice Relay

What should you do if the caller is already authenticated by IVR?

• Authenticate again

• Verify the identity

• Ignore the call

• Transfer the call

Which piece of information is optional for IVR authentication?

• Phone number

• Business Agreement number

• PIN

• House number