Quiz: Customers and Call Centers

How to take the quiz: * After reading the question, note the letter of your answer.
NOTE: Some questions may have more than one appropriate answer!
* Check your answers by clicking the link to the answer key at the end of the quiz.
* To learn more about a topic and the correct response to the question, open the link that follows the response on the answer page.

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 a central point in an enterprise from which customer interactions are managed via phone, fax, email 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 lifecycle

Click here for the quiz answers

This quiz originally appeared on SearchCRM.com.

Digg This!     StumbleUpon     Del.icio.us

RELATED CONTENT Quizzes Quiz: SAP Master Data Management Quiz: SAP BI/BW -- advanced level SearchSAP.com SAP BI/BW quiz answers: advanced level Quiz: SAP BI/BW -- intermediate level Answers to a SearchSAP.com quiz: Get to know BP master data for CRM SearchSAP.com SAP BI/BW quiz answers: beginner level Quiz: SAP BI/BW -- beginner level 2. Reference and referred characteristics 1. Data sources 3. Navigational attributes SAP CRM (customer relationship management) Which is better for entering sales orders: SAP CRM or SAP ECC? Installing SAP CRM 2007 on Windows x64 VMware with an Oracle database The difference between an SAP system and a non-SAP system How many modules and test scripts are in SAP CRM? Is a good job possible with SAP certification but no project experience? Quiz: SAP ABAP development Interfacing CRM interaction center and HP Mercury Quality Center The difference between IC and PCUI Integrating a call center to SAP CRM 4.0: What are my connection choices? The weaknesses of SAP CRM Pricing SAP CRM (customer relationship management) Research

RELATED GLOSSARY TERMS Terms from Whatis.com − the technology online dictionary mySAP  (SearchSAP.com)

RELATED RESOURCES 2020software.com, trial software downloads for accounting software, ERP software, CRM software and business software systems Search Bitpipe.com for the latest white papers and business webcasts Whatis.com, the online computer dictionary