Contact Centre Operations & Systems Unit 1

C.C. Equipment: A type of telephone with automated switchboard and hundreds of extensions.

Agent's need to be logged in at all times except when

This person is responsible for forecasting and scheduling appropriate number of agents

Junior agents who still needs team leader’s assistance to manage certain calls is known as

The LED sign used to display performance information in a contact centre is known as

He/She ensures that the overall call centre objectives are met using the resources available.

We can measure how busy agents in a contact centre is by looking at its

Softphone is a software program that for making telephone calls over the internet

Single piece headsets are also known as 

Directly involved in the operational aspects of the call centre.

The term that describes the time taken to respond to enquries via email or fax is know as

The acronym PABX stands for 

Which of the following is a disadvantage of side-by-side coaching

Service level is measured by

Average handling time is calculated as 

This person is responsible for overseeing the applications such as WFM, performance management

Home based agents are also referred to as 

When an agent cannot handle a customer's call, he may 

Which of the following call monitoring method describes drive-bys