S1-M3-P

Dear Participant,

You have enrolled yourself for Perception Self Evaluation Assessment for your "Technology and Process of the Management" 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. Which of the following defines the Automatic Call Distributor (ACD)?

a) Is the software that distributes inbound calls
b) Is a solution that can automate some or all parts of a customer call
c) Is a phone system used to dial outbound calls from a call list
d) Is an at-a-glance report of important statistics

2. Which of the following is the main feature of technological systems such as PBX, ACD, e-Mail and Web Chat that provide communication with the customer?

a) To manage complaints and customer relations
b) Providing communication from the customer to the call center and from the call center to the customer
c) To provide better quality of call center services
d) To enable employees to measure their performance

3. Which of the following is the realization of management effectiveness by planning, organizing, and coordinating technical and human power resources in the most appropriate way to increase the profit and production of the enterprise?

a) Quality Management
b) Labour Management
c) Energy Management
d) Technology Management

4. In which of the following, information such as the duration of all calls to the call centre, conversation and waiting times of customer representatives can be reported?

a) Computer Telephony Integration (CTI)
b) Private Switchboard
c) Interactive Voice Response System
d) Call Centre Management System

5. “Software can perform manual routine operations performed by call center employees quickly and without errors”.
Which of the following is the expression above?

a) Customer Relations Management (CRM)
b) Robotic Process Automation (RPA)
c) Telephony Software
d) Voice over Internet Protocol (VoIP)

6. Which of the following defines the Customer Relations Management (CRM)

a) Allows users to easily communicate with live agents over the web
b) Is the circuit transfer telephone network used worldwide
c) Is a solution that can automate some or all parts of a customer call
d) A software system developed to manage the company's actual relationships and interactions with customers and potential customers

7. What was the main technologic feature of First Generation in Call Center Technology?

a) Automatic Call Distributor (ACD)
b) CTI: Computer Telephony Integration
c) PBX-centered
d) None

8. Which of the following is not one of the technologies that provide correct communication from the customer to the call center and the customer?

a) PBX
b) Complaints and customer relations
c) ACD
d) Web Chat

9. Which of the following is not one of the channels that call centers offer to their customers?

a) e-Mail
b) Text message
c) Social Media
d) Cloud computing

10. Which of the following is not a correct statement?

a) Call Recording software allows recording phone calls in digital audio file format over PSTN (Public Switched Telephone Network) or VoIP (Voice over IP)
b) Call centre analytics are used by companies to assess the center’s methods of customer relationship management (CRM)
c) Text analytics means an application that resides on each contact centre agent's desktop
d) Speech analytics is called centre technology that uses a custom set of rules to review and record every customer conversation automatically and translate it into machine-readable text

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