1. This refers to the operational task or conditions in call centers that involve technological assistance to serve the customers efficiently managing business transactions, recording telephone conversations, connecting to internet, and working comfortably in workstations.
a. equipment c. ergonomics
b. job requirement d. wide area network
2. The process of planning and designing comfortable workstations in offices or call centers to prevent and control muscle pain due to serving client over long period of time.
a. equipment c. ergonomics
b. job requirement d. wide area network
3. This refer to other equipment or workstation design that makes call center comfortable so that representatives can serve the clients and callers efficiently.
a. call center technology
b. computer hardware and software
c. office equipment, furniture and fixtures
d. internet service provider and networking devices
4. This is high speed internet provided by telecommunication company that connects computer to a wide area network (WAN).
a. call center technology
b. computer hardware and software
c. office equipment, furniture and fixtures
d. internet service provider and networking devices
5. This an equipment that helps the agent manage the data of business transactions.
a. call center technology
b. computer hardware and software
c. office equipment, furniture and fixtures
d. internet service provider and networking devices
6. This is a computer programmed to store, retrieve, and send files or documents to clients.
a. scanner c. VoIP
b. server d. modem
7. This refers to a networking device that is attached to the computer to transmit data over telephone line.
a. hub c. UPS
b. router d. modem
8. This is a networking device attached to computer to transmit data using telephone line.
a. scanner c. VoIP
b. fax machine d. modem
9. This assures caller to receive a return call from agents through voice recording.
a. ACD c. fax-on-demand
b. voice mail d. online information fulfilment system
10. This is an office equipment that converts documents to digital image so that computer may be able to store, retrieve, or send through e-mail.
a. scanner c. VoIP
b. fax machine d. modem
11. Call center agent are assisted by a telephone apparatus connected to the internet to serve customers efficiently.
a. scanner c. VoIP
b. fax machine d. modem
12. Incoming call is connected to the next available agent through this call center technology.
a. ACD c. fax-on-demand
b. voice mail d. online information fulfilment system
13. This call response system requires customers to select a specified telephone number to acquire information needed by the callers.
a. hub c. UPS
b. router d. IVRS
14. This is an internet access exclusive to company customers which provides answer to inquires.
a. ACD c. fax-on-demand
b. voice mail d. online information fulfilment system
15. This refers to the meeting place of all devices that form a network.
a. hub c. UPS
b. router d. IVRS
16. This office releases the equipment being requested and make sure that the equipment or facility is working condition after being borrowed by the requestor.
a. call center agent c. property custodian
b. immediate supervisor d. call center manager
17. This action must be performed by the call center representatives upon determining the need for repair or borrow equipment.
a. read the terms and conditions before signing a request form
b. submit proper forms to immediate supervisor for approval of request
c. inspect the working condition of the borrowed or repaired equipment
d. secure a copy of job order slip or borrower’s slip from the property custodian
18. After signing the borrower’s slip, a call center representative must secure a signature of this officer to oversee the proper use of equipment.
a. call center agent c. property custodian
b. immediate supervisor d. call center manager
19. This is the best reason why a call center agent should strictly follow the process of requisition procedure.
a. the agent can lighten the task in the office
b. the agent helps the company ensure safety at work.
c. the helps other agents use the equipment efficiently.
d. The agent can save time and energy to accomplish more important task.
20. This refers to the operational status of equipment ready to utilize to serve the customers.
a. working condition c. property custodian
b. equipment inspection d. terms and conditions
21. In the job order slip, the call center agent may write the details of the work he or she wishes to be performed on the equipment or facility in this space.
