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Introduction to Call Centers & Call Center Agents Chapter Exam

Exam Instructions:

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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Question 1 1. What is one thing a company can focus on to ensure success?

Question 2 2. The outbound call center is mainly used for:

Question 3 3. Which of the following is NOT a specific type of call center?

Question 4 4. Inbound call centers are typically used for all of the following EXCEPT:

Question 5 5. Interactive Voice Response (IVR) software can assist with which of the following?

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Question 6 6. What is active listening in a call center environment?

Question 7 7. How important is it to be timely while working as a call center agent?

Question 8 8. How can multi-tasking benefit a call center agent's job performance?

Question 9 9. Which of these qualities can help a call center agent build customer loyalty and satisfaction?

Question 10 10. Being able to put yourself in your customers' shoes is an important skill for call center agents known as _____.

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Question 11 11. Which is a common call center title?

Question 12 12. What is a key skill needed in a call center?

Question 13 13. Who provides support to the Customer Service Representatives within a call center?

Question 14 14. What is the role of a training manager in a call center?

Question 15 15. Who handles most of the calls in a call center?

Introduction to Call Centers & Call Center Agents Chapter Exam Instructions

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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