S1-M1-P

Dear Participant,

You have enrolled yourself for Perception Self Evaluation Assessment for your "Virtual Call Centre Concept and Its Components" Module. Here are the questions to assess yourself. Results will be made known only to you and our project's assessors, who will keep all your information and results at utmost confidential and never share them with third parties.

Thank you for your participation!

The VirtualCall Project Team


1. “A special telephone system used in incoming Call Centers, a programmable device that automatically answers calls, queues calls, distributes calls to agents, activates delay announcements and keeps real-time and historical reports on all these activities.”
Which of the following is the call center concept defined above?

a) Offered Call
b) Automatic Call Distributor
c) Feedback
d) Average Handle Time

2. Which of the following is not a service offered by call centers?

a) Customer service
b) Technical support
c) Debt reminder and collection
d) Health and care services

3. Which of the following is not a common call center service channel?

a) Standard Service Channels
b) Educational Service Channels
c) Alternative Service Channels
d) Social Media

4. “…….refers to the calls made by call centers and this process proceeds under the guidance of the call center.”
Which of the following should come in the blank in the sentence above?

a) Outbound
b) Inbound
c) Hybrid
d) Intrabound

5. Which of the following is not a type of call center by service location?

a) Insource
b) Outsource
c) Off-Shore
d) Out-Shore

6. Apart from the telephone, which of the following communication channels do omnichanell call centers use when communicating with their customers?

a) e-Mail
b) Webchat
c) Social media
d) All of the above

7. Which of the following software is the first call center software?

a) Hosted Call Center Software
b) Cloud-based Call Center Software
c) On-premises Call Center Software
d) Browser-based Call Center Software

8. In which of the following sectors is the call center not commonly used?

a) Banking
b) e-Commerce
c) Agriculture
d) Telecommunication

9. “Unlike …….. call centers, ……… call centers are organizations that lead the way to create innovation by closely following technological developments.”
Which of the following should come in the blanks in this sentence?

a) Traditional- standard
b) Traditional- virtual
c) Virtual- standard
d) Virtual-traditional

10. Which of the following is not an advantage of Virtual call center?

a) Decreased real estate costs
b) Environmental gains
c) Increased efficiency
d) Sense of isolation

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