Staying in touch with customers and having top-notch call centers is important for any business. Check your know-how on the topic with this quiz.
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OR
- After reading the question, write down the letter of your answer choice on scrap paper. Check your answers by using the answer key at the end of the quiz.
1. In a call center, this is a line of people waiting to be
handled, usually in sequential order starting at the beginning
or top of the line or sequence.
a. feed
line
b. first-order
logic
c. grumble
line
d. queue
2. This is an information industry term for methodologies,
software, and usually Internet capabilities that help an
enterprise handle customers in an organized way.
a. ROI
b.
SCM
c.
SAP
d.
CRM
3. This is is a central point in an enterprise from which
customer interactions are managed via phone, fax, e-mail and
other channels.
a. data
center
b. contact
center
c. network
operations center
d. Information
Technology Information Sharing and Analysis Center
4. This is a scoring process used to help a company
determine which customers the company should target in order
to maximize profit.
a. customer
valuation
b. spend
management
c. mean
opinion score
d. business
impact analysis
5. This is a software-enabled technique that allows a call
center representative to interact with a customer by taking
over the customer's computer to show them something.
a. remote
wakeup
b. collaborative
browsing
c. Remote
Method Invocation
d. show
control
6. This is the ability of a machine or program to recognize
and carry out voice commands or take dictation from customers,
often resulting in call center cost savings.
a. brain-machine
interface
b. collaborative
robot
c. smart
matter
d. speech
recognition
7. This is what you call it when an organization's customer
service representatives are geographically dispersed.
a.
geographic
information system
b. Remote
Procedure Call
c. virtual
call center
d. Direct
Inward Dialing
8. This is a form of electronic support, allowing customers
to access information and perform routine tasks over the
Internet, without requiring any interaction with a
representative of an enterprise.
a. Web
self-service
b. Remote-control
software
c. self-scanning
checkout
d. self-assembly
9. This is properly addressing the customer's need the
first time they call, thereby eliminating the need for the
customer to follow up with a second call.
a. e-support
b.
first
call resolution
c. automatic
repeat request
d. Quality
of Service
10. This is a term used to describe the progression of
steps a customer goes through when considering, purchasing,
using, and maintaining loyalty to a product or service.
a.
thought
recognition
b. total
cost of ownership
c. decision
support system
d. customer
life cycle
SCROLL DOWN FOR ANSWER KEY
Be sure to take these other quizzes:
Quiz #1: Help Desk Basics
Quiz #2: Security Basics
Quiz #3: Data Storage
Quiz #4: Networking Hardware
Quiz #5: Getting Your Message Across the Network
Quiz #6: Servers
Quiz #7: Protocols
Quiz #8: Database Basics
Quiz #9: Wireless
Quiz #10: TCP/IP
Quiz #11: Ego-Booster
Quiz #12: Database II
Quiz #13: AS/400
Quiz #14: Peripherals
Quiz #15: HP
Quiz #16: Web Management Basics
Quiz #17: DSL
Quiz #18: Do you know me? You should!
Quiz #19: Artificial Intelligence
Quiz #20: Cryptography
Quiz #21: We're Going to the Zoo!
Quiz #22: Web Site Performance
Quiz #23: Firewalls
Quiz #24: Web Services
Quiz #25: Security
Quiz #26: Storage Smarts
Quiz #27: Security Awareness for End-users
Quiz #28: Ethernet
Quiz #29: iSeries (AS/400) Commands
Quiz #30: Troubleshooting
Quiz #31: Laptops
Quiz #32: Securing your network
Quiz #33: Logic Chips
Quiz #34: Workstations
Quiz #35: Common Vulnerabilities
Quiz #36: Linux Basics
Quiz #37: Customers and Call Centers (you're on this quiz now)
Answers:
1d ; 2d ; 3b ; 4 a; 5b ; 6d ; 7c ; 8a ; 9b ; 10d
Let us know how you did and suggest a topic for a future quiz! contactus@whatis.com
This was first published in August 2003