// Questions file created by MCBuilder © Mike Capstick
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 questions=new Array();
questions[1]='Abandoned call is~a call that has arrived at an automatic call distribution ,ACD, system and the customer has hung up before an agent has answered.~the status of an agent who is logged in to the Automatic call distribution ,ACD, system, but has blocked any incoming calls.~a centre that employs carefully trained agents to handle customer calls.~a technology by which the caller\'s telephone number is displayed when the call is received.~a message sent via the internet.~A~1~1~<br /> Abandoned call is a call that has arrived at an automatic call distribution ,ACD, system and the customer has hung up before an agent has answered.<br /> Call centre/Customer contact centre is a centre that employs carefully trained agents to handle customer calls.<br /> Calling line identity ,CLI, is a technology by which the caller\'s telephone number is displayed when the call is received.<br /> E-mail is a message sent via the internet.<br /> Unavailable is the status of an agent who is logged in to the Automatic call distribution ,ACD, system, but has blocked any incoming calls.<br />';
questions[2]='Acoustic incident is~an unexpected noise that comes through an agent\'s headset. This can be a high-pitched noise or squeal.~information that you can use to your advantage when dealing with a customer.~a group who handle calls coming in on a particular telephone number dialled by customers.~the time, measured in seconds, that an agent talks to a customer.~a hands-free operation via an ear and mouthpiece attached to a telephone.~A~1~1~<br /> Acoustic incident is an unexpected noise that comes through an agent\'s headset. This can be a high-pitched noise or squeal.<br /> Agent group is a group who handle calls coming in on a particular telephone number dialled by customers.<br /> Headset is a hands-free operation via an ear and mouthpiece attached to a telephone.<br /> Leverage tool is information that you can use to your advantage when dealing with a customer.<br /> Talk time is the time, measured in seconds, that an agent talks to a customer.<br />';
questions[3]='Acronym is~a word formed from the initial letters of a name, such as AHT for average handling time, or by combining initial letters or parts of a series of words, such as RADAR for RAdio Detecting And Ranging.~the use of a moderated or even tone of voice when speaking to customers.~the percentage of time that agents who are available to take calls are actively occupied in talk time and after-call work time.~a meeting by telephone in which three or more people in different locations participate.~the individual code used by an agent to log into the automatic call distribution ,ACD, system. This ID allows the system to track the performance of the agent.~A~1~1~<br /> Acronym is a word formed from the initial letters of a name, such as AHT for average handling time, or by combining initial letters or parts of a series of words, such as RADAR for RAdio Detecting And Ranging.<br /> Agent ID is the individual code used by an agent to log into the automatic call distribution ,ACD, system. This ID allows the system to track the performance of the agent.<br /> Conference call is a meeting by telephone in which three or more people in different locations participate.<br /> Modulate is the use of a moderated or even tone of voice when speaking to customers.<br /> Occupancy is the percentage of time that agents who are available to take calls are actively occupied in talk time and after-call work time.<br />';
questions[4]='Active listening is~the art of showing a customer that you are listening and interested in what they have to say.~a call centre/customer contact centre might recommend appropriate phrases for its agents to use with customers, but their use is not compulsory.~the technology that links the computer, telephone and other services such as voice messaging and fax.~a hands-free operation via an ear and mouthpiece attached to a telephone.~a person outside an organisation who requires a product or service.~A~1~1~<br /> Active listening is the art of showing a customer that you are listening and interested in what they have to say.<br /> Computer telephony integration ,CTI, is the technology that links the computer, telephone and other services such as voice messaging and fax.<br /> Discretionary phrasing is a call centre/customer contact centre might recommend appropriate phrases for its agents to use with customers, but their use is not compulsory.<br /> External customer is a person outside an organisation who requires a product or service.<br /> Headset is a hands-free operation via an ear and mouthpiece attached to a telephone.<br />';
questions[5]='Adherence factor is~a term that refers to how closely an agent keeps to their schedule for lunch and other breaks.~the sale of a product or service in addition to the product or service the customer has purchased.~a target set for call answering times, such as 80 percent of calls answered in 20 seconds.~a queuing system designed for use in customer contact centres/call centres with high volumes of incoming telephone traffic.~building a relationship with a customer.~A~1~1~<br /> Adherence factor is a term that refers to how closely an agent keeps to their schedule for lunch and other breaks.<br /> Automatic call distribution ,ACD, system is a queuing system designed for use in customer contact centres/call centres with high volumes of incoming telephone traffic.<br /> Grade of service ,GOS, is a target set for call answering times, such as 80 percent of calls answered in 20 seconds.<br /> Rapport is building a relationship with a customer.<br /> Upsell is the sale of a product or service in addition to the product or service the customer has purchased.<br />';
questions[6]='Agent is~the person who answers the phone in a call centre/customer contact centre.~a greeting system that lines up inbound calls directly in the appropriate queues.~to sell related products or services in addition to the original purchase.~a script that states exactly what an agent is required to say when answering an inbound call.~a word to help with the spelling and pronunciation of names and unfamiliar words.~A~1~1~<br /> Agent is the person who answers the phone in a call centre/customer contact centre.<br /> Cross-sell is to sell related products or services in addition to the original purchase.<br /> Guard word is a word to help with the spelling and pronunciation of names and unfamiliar words.<br /> Interactive voice response ,IVR, is a greeting system that lines up inbound calls directly in the appropriate queues.<br /> Standard greeting is a script that states exactly what an agent is required to say when answering an inbound call.<br />';
questions[7]='Agent group is~a group who handle calls coming in on a particular telephone number dialled by customers.~the technology that links the computer, telephone and other services such as voice messaging and fax.~someone inside an organisation requiring a product or service.~the percentage of time that agents who are available to take calls are actively occupied in talk time and after-call work time.~the time an agent uses to complete paperwork or other tasks associated with a call.~A~1~1~<br /> Agent group is a group who handle calls coming in on a particular telephone number dialled by customers.<br /> Computer telephony integration ,CTI, is the technology that links the computer, telephone and other services such as voice messaging and fax.<br /> Internal customer is someone inside an organisation requiring a product or service.<br /> Occupancy is the percentage of time that agents who are available to take calls are actively occupied in talk time and after-call work time.<br /> Work time is the time an agent uses to complete paperwork or other tasks associated with a call.<br />';
questions[8]='Agent ID is~the individual code used by an agent to log into the automatic call distribution ,ACD, system. This ID allows the system to track the performance of the agent.~the level of authority an agent must work within to carry out their job.~a service that works like an answering machine and allows callers to leave a message.~a lull in a conversation during which there is no sound.~a prediction of the number of calls and the average work time per agent over 15 or 30-minute intervals.~A~1~1~<br /> Agent ID is the individual code used by an agent to log into the automatic call distribution ,ACD, system. This ID allows the system to track the performance of the agent.<br /> Dead Air is a lull in a conversation during which there is no sound.<br /> Delegation is the level of authority an agent must work within to carry out their job.<br /> Forecast is a prediction of the number of calls and the average work time per agent over 15 or 30-minute intervals.<br /> Voice mail is a service that works like an answering machine and allows callers to leave a message.<br />';
questions[9]='Amplifier is~a device to magnify the sound as it is transmitted to the headset and usually have a volume control, a headset switch and a mute function.~the use of open and closed questioning to assist in identification of the substance of the call details.~a hands-free operation via an ear and mouthpiece attached to a telephone.~the telephone number that customers dial to ring the customer contact centre/call centre.~a greeting system that lines up inbound calls directly in the appropriate queues.~A~1~1~<br /> Amplifier is a device to magnify the sound as it is transmitted to the headset and usually have a volume control, a headset switch and a mute function.<br /> Headset is a hands-free operation via an ear and mouthpiece attached to a telephone.<br /> Interactive voice response ,IVR, is a greeting system that lines up inbound calls directly in the appropriate queues.<br /> Primary directory number ,PDN, is the telephone number that customers dial to ring the customer contact centre/call centre.<br /> Questioning skills is the use of open and closed questioning to assist in identification of the substance of the call details.<br />';
questions[10]='Application is~software designed to carry out a specific task, such as word processing, spreadsheets or a database.~the status of an agent who is logged in to the Automatic call distribution ,ACD, system, but has blocked any incoming calls.~making outbound calls to a selected target group of new or existing customers in order to sell goods and/or services.~the percentage of calls a call centre/customer contact centre might expect to handle in a defined number of seconds.~an in-house telephone switching system that connects internal phone extensions to each other, as well as to the outside telephone network.~A~1~1~<br /> Application is software designed to carry out a specific task, such as word processing, spreadsheets or a database.<br /> Private automatic branch exchange ,PABX, is an in-house telephone switching system that connects internal phone extensions to each other, as well as to the outside telephone network.<br /> Service level is the percentage of calls a call centre/customer contact centre might expect to handle in a defined number of seconds.<br /> Telemarketing is making outbound calls to a selected target group of new or existing customers in order to sell goods and/or services.<br /> Unavailable is the status of an agent who is logged in to the Automatic call distribution ,ACD, system, but has blocked any incoming calls.<br />';
questions[11]='Assumptive close is~the discussion of the details such as delivery options with the customer as soon as you feel that the customer wants to go ahead with the purchase.~a term that refers to how closely an agent keeps to their schedule for lunch and other breaks.~any outgoing call from the call centre/customer contact centre to a customer.~the study of equipment design to make workplace equipment more comfortable for people so that they are more efficient in their work environment.~a limit generally set by the organisation on certain transactions e.g. discounts that can be offered, extras included in package deals.~A~1~1~<br /> Adherence factor is a term that refers to how closely an agent keeps to their schedule for lunch and other breaks.<br /> Assumptive close is the discussion of the details such as delivery options with the customer as soon as you feel that the customer wants to go ahead with the purchase.<br /> Discretionary limit is a limit generally set by the organisation on certain transactions e.g. discounts that can be offered, extras included in package deals.<br /> Ergonomics is the study of equipment design to make workplace equipment more comfortable for people so that they are more efficient in their work environment.<br /> Outbound is any outgoing call from the call centre/customer contact centre to a customer.<br />';
questions[12]='Automatic call distribution ,ACD, system is~a queuing system designed for use in customer contact centres/call centres with high volumes of incoming telephone traffic.~demonstrating an understanding of a customer\'s point of view and feelings about a situation.~building a relationship with a customer.~someone inside an organisation requiring a product or service.~software designed to carry out a specific task, such as word processing, spreadsheets or a database.~A~1~1~<br /> Application is software designed to carry out a specific task, such as word processing, spreadsheets or a database.<br /> Automatic call distribution ,ACD, system is a queuing system designed for use in customer contact centres/call centres with high volumes of incoming telephone traffic.<br /> Empathy is demonstrating an understanding of a customer\'s point of view and feelings about a situation.<br /> Internal customer is someone inside an organisation requiring a product or service.<br /> Rapport is building a relationship with a customer.<br />';
questions[13]='Available is~an agent, logged into the automatic call distribution ,ACD, system, who is ready and waiting for an inbound call. ,See unavailable.,~a message sent via the internet.~the person who answers the phone in a call centre/customer contact centre.~the transfer of calls from one agent group to another so that they can be handled more quickly.~handing over a call within the same organisation when the agent cannot answer the customer\'s enquiry directly, but knows that another agent, area or department would be able to help.~A~1~1~<br /> Agent is the person who answers the phone in a call centre/customer contact centre.<br /> Available is an agent, logged into the automatic call distribution ,ACD, system, who is ready and waiting for an inbound call. ,See unavailable.,<br /> E-mail is a message sent via the internet.<br /> Overflow is the transfer of calls from one agent group to another so that they can be handled more quickly.<br /> Transfer is handing over a call within the same organisation when the agent cannot answer the customer\'s enquiry directly, but knows that another agent, area or department would be able to help.<br />';
questions[14]='Average handling time ,AHT, is~the average time spent on each call and follow-up work. This is worked out by adding the talk time and work time for calls, and then dividing the result by the number of calls.~a lull in a conversation during which there is no sound.~the percentage of time that agents who are available to take calls are actively occupied in talk time and after-call work time.~the art of showing a customer that you are listening and interested in what they have to say.~the technology that links the computer, telephone and other services such as voice messaging and fax.~A~1~1~<br /> Active listening is the art of showing a customer that you are listening and interested in what they have to say.<br /> Average handling time ,AHT, is the average time spent on each call and follow-up work. This is worked out by adding the talk time and work time for calls, and then dividing the result by the number of calls.<br /> Computer telephony integration ,CTI, is the technology that links the computer, telephone and other services such as voice messaging and fax.<br /> Dead Air is a lull in a conversation during which there is no sound.<br /> Occupancy is the percentage of time that agents who are available to take calls are actively occupied in talk time and after-call work time.<br />';
questions[15]='Average speed of answer ,ASA, is~the average time a customer has to wait in the queue before their call is answered.~someone inside an organisation requiring a product or service.~providing the customer with the contact details of an external organisation when the agent is sure that no one in their organisation can help the customer.~the study of the performance of agents doing telemarketing. The study is based on the forms that agents complete whilst doing calls.~the number of seconds an individual call waits in the queue before it is answered.~A~1~1~<br /> Average speed of answer ,ASA, is the average time a customer has to wait in the queue before their call is answered.<br /> Call target analysis ,CTA, is the study of the performance of agents doing telemarketing. The study is based on the forms that agents complete whilst doing calls.<br /> Internal customer is someone inside an organisation requiring a product or service.<br /> Queue time is the number of seconds an individual call waits in the queue before it is answered.<br /> Refer is providing the customer with the contact details of an external organisation when the agent is sure that no one in their organisation can help the customer.<br />';
questions[16]='Average talk time ,ATT, is~the average length of time that an agent speaks with a customer, from answering to hanging up.~the number of inbound calls received in previous years on the same day at the same time.~the status of an agent who is logged in to the Automatic call distribution ,ACD, system, but has blocked any incoming calls.~the percentage of time that agents who are available to take calls are actively occupied in talk time and after-call work time.~the average length of time that an agent speaks with a customer, from answering to hanging up.~A~1~1~<br /> Average talk time ,ATT, is the average length of time that an agent speaks with a customer, from answering to hanging up.<br /> Call history is the number of inbound calls received in previous years on the same day at the same time.<br /> Occupancy is the percentage of time that agents who are available to take calls are actively occupied in talk time and after-call work time.<br /> Unavailable is the status of an agent who is logged in to the Automatic call distribution ,ACD, system, but has blocked any incoming calls.<br />';
questions[17]='Benefit is~the advantage that a feature of a product or service provides to the customer. E.g. ease of use, low running costs. See also feature.~the time, measured in seconds, that an agent talks to a customer.~a plan which shows when each agent starts and finishes work, and when breaks are taken during the day based on the predicted number of calls.~the average time a customer has to wait in the queue before their call is answered.~a direct line on which the agent can make outbound calls and receive inbound calls.~A~1~1~<br /> Average speed of answer ,ASA, is the average time a customer has to wait in the queue before their call is answered.<br /> Benefit is the advantage that a feature of a product or service provides to the customer. E.g. ease of use, low running costs. See also feature.<br /> Schedule is a plan which shows when each agent starts and finishes work, and when breaks are taken during the day based on the predicted number of calls.<br /> Secondary directory number ,SDN, is a direct line on which the agent can make outbound calls and receive inbound calls.<br /> Talk time is the time, measured in seconds, that an agent talks to a customer.<br />';
questions[18]='Callback is~an agent arranges to call the customer back if the agent needs to give the customer additional information or the customer was not available when the agent called.~the level of authority an agent must work within to carry out their job.~a term used in outbound calling where an agent calls a new customer for the first time or calls an existing customer about a new product or service.~the art of showing a customer that you are listening and interested in what they have to say.~an agent arranges to call the customer back if the agent needs to give the customer additional information or the customer was not available when the agent called.~A~1~1~<br /> Active listening is the art of showing a customer that you are listening and interested in what they have to say.<br /> Callback is an agent arranges to call the customer back if the agent needs to give the customer additional information or the customer was not available when the agent called.<br /> Cold call is a term used in outbound calling where an agent calls a new customer for the first time or calls an existing customer about a new product or service.<br /> Delegation is the level of authority an agent must work within to carry out their job.<br />';
questions[19]='Call centre/Customer contact centre is~a centre that employs carefully trained agents to handle customer calls.~software designed to carry out a specific task, such as word processing, spreadsheets or a database.~a lull in a conversation during which there is no sound.~a term used in outbound calling where an agent calls a new customer for the first time or calls an existing customer about a new product or service.~the sale of a product or service in addition to the product or service the customer has purchased.~A~1~1~<br /> Application is software designed to carry out a specific task, such as word processing, spreadsheets or a database.<br /> Call centre/Customer contact centre is a centre that employs carefully trained agents to handle customer calls.<br /> Cold call is a term used in outbound calling where an agent calls a new customer for the first time or calls an existing customer about a new product or service.<br /> Dead Air is a lull in a conversation during which there is no sound.<br /> Upsell is the sale of a product or service in addition to the product or service the customer has purchased.<br />';
questions[20]='Call guide is~a document outlining the steps an agent should take when making an inbound or outbound call.~a queuing system designed for use in customer contact centres/call centres with high volumes of incoming telephone traffic.~a centre that employs carefully trained agents to handle customer calls.~the term to describe when a product will be supplied to the customer or how it will be supplied or dealing with the customer\'s expectations.~a script that states exactly what an agent is required to say when answering an inbound call.~A~1~1~<br /> Automatic call distribution ,ACD, system is a queuing system designed for use in customer contact centres/call centres with high volumes of incoming telephone traffic.<br /> Call centre/Customer contact centre is a centre that employs carefully trained agents to handle customer calls.<br /> Call guide is a document outlining the steps an agent should take when making an inbound or outbound call.<br /> Fulfilment is the term to describe when a product will be supplied to the customer or how it will be supplied or dealing with the customer\'s expectations.<br /> Standard greeting is a script that states exactly what an agent is required to say when answering an inbound call.<br />';
questions[21]='Call history is~the number of inbound calls received in previous years on the same day at the same time.~a group who handle calls coming in on a particular telephone number dialled by customers.~a call that has arrived at an automatic call distribution ,ACD, system and the customer has hung up before an agent has answered.~an agent arranges to call the customer back if the agent needs to give the customer additional information or the customer was not available when the agent called.~the transfer of calls from one agent group to another so that they can be handled more quickly.~A~1~1~<br /> Abandoned call is a call that has arrived at an automatic call distribution ,ACD, system and the customer has hung up before an agent has answered.<br /> Agent group is a group who handle calls coming in on a particular telephone number dialled by customers.<br /> Callback is an agent arranges to call the customer back if the agent needs to give the customer additional information or the customer was not available when the agent called.<br /> Call history is the number of inbound calls received in previous years on the same day at the same time.<br /> Overflow is the transfer of calls from one agent group to another so that they can be handled more quickly.<br />';
questions[22]='Calling line identity ,CLI, is~a technology by which the caller\'s telephone number is displayed when the call is received.~building a relationship with a customer.~the study of the performance of agents doing telemarketing. The study is based on the forms that agents complete whilst doing calls.~a centre that employs carefully trained agents to handle customer calls.~a message sent via the internet.~A~1~1~<br /> Call centre/Customer contact centre is a centre that employs carefully trained agents to handle customer calls.<br /> Calling line identity ,CLI, is a technology by which the caller\'s telephone number is displayed when the call is received.<br /> Call target analysis ,CTA, is the study of the performance of agents doing telemarketing. The study is based on the forms that agents complete whilst doing calls.<br /> E-mail is a message sent via the internet.<br /> Rapport is building a relationship with a customer.<br />';
questions[23]='Call target analysis ,CTA, is~the study of the performance of agents doing telemarketing. The study is based on the forms that agents complete whilst doing calls.~the time an agent uses to complete paperwork or other tasks associated with a call.~a target set for call answering times, such as 80 percent of calls answered in 20 seconds.~an unexpected noise that comes through an agent\'s headset. This can be a high-pitched noise or squeal.~the discussion of the details such as delivery options with the customer as soon as you feel that the customer wants to go ahead with the purchase.~A~1~1~<br /> Acoustic incident is an unexpected noise that comes through an agent\'s headset. This can be a high-pitched noise or squeal.<br /> Assumptive close is the discussion of the details such as delivery options with the customer as soon as you feel that the customer wants to go ahead with the purchase.<br /> Call target analysis ,CTA, is the study of the performance of agents doing telemarketing. The study is based on the forms that agents complete whilst doing calls.<br /> Grade of service ,GOS, is a target set for call answering times, such as 80 percent of calls answered in 20 seconds.<br /> Work time is the time an agent uses to complete paperwork or other tasks associated with a call.<br />';
questions[24]='Closed Question is~a question that only requires a yes, no answer, or a very short specific answer.~an organisation which specialises in collecting debts from people who owe money to a business and have failed to pay within a reasonable time.~the term is used in place of complaint handling due to its positive focus, and is a reminder that customer satisfaction is a priority.~a password or combination of numbers that is used to identify the user of an electronic system such as the ACD.~an in-house telephone switching system that connects internal phone extensions to each other, as well as to the outside telephone network.~A~1~1~<br /> Closed Question is a question that only requires a yes, no answer, or a very short specific answer.<br /> Credit management agency is an organisation which specialises in collecting debts from people who owe money to a business and have failed to pay within a reasonable time.<br /> Customer care is the term is used in place of complaint handling due to its positive focus, and is a reminder that customer satisfaction is a priority.<br /> Personal identification number ,PIN, is a password or combination of numbers that is used to identify the user of an electronic system such as the ACD.<br /> Private automatic branch exchange ,PABX, is an in-house telephone switching system that connects internal phone extensions to each other, as well as to the outside telephone network.<br />';
questions[25]='Cold call is~a term used in outbound calling where an agent calls a new customer for the first time or calls an existing customer about a new product or service.~a service that works like an answering machine and allows callers to leave a message.~a question that only requires a yes, no answer, or a very short specific answer.~handing over a call within the same organisation when the agent cannot answer the customer\'s enquiry directly, but knows that another agent, area or department would be able to help.~any call received by a call centre/customer contact centre.~A~1~1~<br /> Closed Question is a question that only requires a yes, no answer, or a very short specific answer.<br /> Cold call is a term used in outbound calling where an agent calls a new customer for the first time or calls an existing customer about a new product or service.<br /> Inbound is any call received by a call centre/customer contact centre.<br /> Transfer is handing over a call within the same organisation when the agent cannot answer the customer\'s enquiry directly, but knows that another agent, area or department would be able to help.<br /> Voice mail is a service that works like an answering machine and allows callers to leave a message.<br />';
questions[26]='Complaint is~an expression of dissatisfaction by a customer who is not happy with a product or service provided or offered by the organisation.~a plan which shows when each agent starts and finishes work, and when breaks are taken during the day based on the predicted number of calls.~repeating to the customer what the customer said in the agent\'s own words.~a prediction of the number of calls and the average work time per agent over 15 or 30-minute intervals.~the specialised or technical language of a trade, profession, or similar group.~A~1~1~<br /> Complaint is an expression of dissatisfaction by a customer who is not happy with a product or service provided or offered by the organisation.<br /> Forecast is a prediction of the number of calls and the average work time per agent over 15 or 30-minute intervals.<br /> Jargon is the specialised or technical language of a trade, profession, or similar group.<br /> Paraphrasing is repeating to the customer what the customer said in the agent\'s own words.<br /> Schedule is a plan which shows when each agent starts and finishes work, and when breaks are taken during the day based on the predicted number of calls.<br />';
questions[27]='Computer telephony integration ,CTI, is~the technology that links the computer, telephone and other services such as voice messaging and fax.~any call received by a call centre/customer contact centre.~an unexpected noise that comes through an agent\'s headset. This can be a high-pitched noise or squeal.~electronic Funds Transfer Point Of Sale. This is an immediate transfer from the customer\'s savings, cheque or credit account to the vendor\'s bank account.~the study of the performance of agents doing telemarketing. The study is based on the forms that agents complete whilst doing calls.~A~1~1~<br /> Acoustic incident is an unexpected noise that comes through an agent\'s headset. This can be a high-pitched noise or squeal.<br /> Call target analysis ,CTA, is the study of the performance of agents doing telemarketing. The study is based on the forms that agents complete whilst doing calls.<br /> Computer telephony integration ,CTI, is the technology that links the computer, telephone and other services such as voice messaging and fax.<br /> EFTPOS is electronic Funds Transfer Point Of Sale. This is an immediate transfer from the customer\'s savings, cheque or credit account to the vendor\'s bank account.<br /> Inbound is any call received by a call centre/customer contact centre.<br />';
questions[28]='Conference call is~a meeting by telephone in which three or more people in different locations participate.~software designed to carry out a specific task, such as word processing, spreadsheets or a database.~the average time a customer has to wait in the queue before their call is answered.~the telephone number that customers dial to ring the customer contact centre/call centre.~a queue in a call centre is an electronic holding area where calls are placed until an agent becomes free to answer them.~A~1~1~<br /> Application is software designed to carry out a specific task, such as word processing, spreadsheets or a database.<br /> Average speed of answer ,ASA, is the average time a customer has to wait in the queue before their call is answered.<br /> Conference call is a meeting by telephone in which three or more people in different locations participate.<br /> Primary directory number ,PDN, is the telephone number that customers dial to ring the customer contact centre/call centre.<br /> Queue is a queue in a call centre is an electronic holding area where calls are placed until an agent becomes free to answer them.<br />';
questions[29]='Credit management agency is~an organisation which specialises in collecting debts from people who owe money to a business and have failed to pay within a reasonable time.~the status of an agent who is logged in to the Automatic call distribution ,ACD, system, but has blocked any incoming calls.~the time, measured in seconds, that an agent talks to a customer.~the individual code used by an agent to log into the automatic call distribution ,ACD, system. This ID allows the system to track the performance of the agent.~the use of an external company to provide call centre/customer contact centre services. The external company may provide just staff, or staff, equipment and premises.~A~1~1~<br /> Agent ID is the individual code used by an agent to log into the automatic call distribution ,ACD, system. This ID allows the system to track the performance of the agent.<br /> Credit management agency is an organisation which specialises in collecting debts from people who owe money to a business and have failed to pay within a reasonable time.<br /> Outsourcing is the use of an external company to provide call centre/customer contact centre services. The external company may provide just staff, or staff, equipment and premises.<br /> Talk time is the time, measured in seconds, that an agent talks to a customer.<br /> Unavailable is the status of an agent who is logged in to the Automatic call distribution ,ACD, system, but has blocked any incoming calls.<br />';
questions[30]='Credit reference agency ,CRA, is~used to determine if a person or organisation is a good or poor credit risk.~building a relationship with a customer.~a device to magnify the sound as it is transmitted to the headset and usually have a volume control, a headset switch and a mute function.~the use of open and closed questioning to assist in identification of the substance of the call details.~a company that provides services such as telephones, telephone lines, data lines and Internet access to individuals and companies.~A~1~1~<br /> Amplifier is a device to magnify the sound as it is transmitted to the headset and usually have a volume control, a headset switch and a mute function.<br /> Credit reference agency ,CRA, is used to determine if a person or organisation is a good or poor credit risk.<br /> Questioning skills is the use of open and closed questioning to assist in identification of the substance of the call details.<br /> Rapport is building a relationship with a customer.<br /> Telecommunications network provider is a company that provides services such as telephones, telephone lines, data lines and Internet access to individuals and companies.<br />';
questions[31]='Cross-sell is~to sell related products or services in addition to the original purchase.~the average length of time that an agent speaks with a customer, from answering to hanging up.~a word formed from the initial letters of a name, such as AHT for average handling time, or by combining initial letters or parts of a series of words, such as RADAR for RAdio Detecting And Ranging.~to sell related products or services in addition to the original purchase.~a phrase that gives the agent a clue as to the customer\'s needs and requirements.~A~1~1~<br /> Acronym is a word formed from the initial letters of a name, such as AHT for average handling time, or by combining initial letters or parts of a series of words, such as RADAR for RAdio Detecting And Ranging.<br /> Average talk time ,ATT, is the average length of time that an agent speaks with a customer, from answering to hanging up.<br /> Cross-sell is to sell related products or services in addition to the original purchase.<br /> Trigger statement is a phrase that gives the agent a clue as to the customer\'s needs and requirements.<br />';
questions[32]='Customer care is~the term is used in place of complaint handling due to its positive focus, and is a reminder that customer satisfaction is a priority.~a call that has arrived at an automatic call distribution ,ACD, system and the customer has hung up before an agent has answered.~used to determine if a person or organisation is a good or poor credit risk.~someone inside an organisation requiring a product or service.~the individual code used by an agent to log into the automatic call distribution ,ACD, system. This ID allows the system to track the performance of the agent.~A~1~1~<br /> Abandoned call is a call that has arrived at an automatic call distribution ,ACD, system and the customer has hung up before an agent has answered.<br /> Agent ID is the individual code used by an agent to log into the automatic call distribution ,ACD, system. This ID allows the system to track the performance of the agent.<br /> Credit reference agency ,CRA, is used to determine if a person or organisation is a good or poor credit risk.<br /> Customer care is the term is used in place of complaint handling due to its positive focus, and is a reminder that customer satisfaction is a priority.<br /> Internal customer is someone inside an organisation requiring a product or service.<br />';
questions[33]='Dead Air is~a lull in a conversation during which there is no sound.~the time an agent uses to complete paperwork or other tasks associated with a call.~the study of equipment design to make workplace equipment more comfortable for people so that they are more efficient in their work environment.~the process of handing a call to a supervisor when the enquiry is outside the agent\'s delegation.~the art of showing a customer that you are listening and interested in what they have to say.~A~1~1~<br /> Active listening is the art of showing a customer that you are listening and interested in what they have to say.<br /> Dead Air is a lull in a conversation during which there is no sound.<br /> Ergonomics is the study of equipment design to make workplace equipment more comfortable for people so that they are more efficient in their work environment.<br /> Escalate is the process of handing a call to a supervisor when the enquiry is outside the agent\'s delegation.<br /> Work time is the time an agent uses to complete paperwork or other tasks associated with a call.<br />';
questions[34]='Delegation is~the level of authority an agent must work within to carry out their job.~a queue in a call centre is an electronic holding area where calls are placed until an agent becomes free to answer them.~the average time spent on each call and follow-up work. This is worked out by adding the talk time and work time for calls, and then dividing the result by the number of calls.~the telephone number that customers dial to ring the customer contact centre/call centre.~a target set for call answering times, such as 80 percent of calls answered in 20 seconds.~A~1~1~<br /> Average handling time ,AHT, is the average time spent on each call and follow-up work. This is worked out by adding the talk time and work time for calls, and then dividing the result by the number of calls.<br /> Delegation is the level of authority an agent must work within to carry out their job.<br /> Grade of service ,GOS, is a target set for call answering times, such as 80 percent of calls answered in 20 seconds.<br /> Primary directory number ,PDN, is the telephone number that customers dial to ring the customer contact centre/call centre.<br /> Queue is a queue in a call centre is an electronic holding area where calls are placed until an agent becomes free to answer them.<br />';
questions[35]='Discretionary limit is~a limit generally set by the organisation on certain transactions e.g. discounts that can be offered, extras included in package deals.~any call received by a call centre/customer contact centre.~the percentage of time that agents who are available to take calls are actively occupied in talk time and after-call work time.~the average time a customer has to wait in the queue before their call is answered.~to sell related products or services in addition to the original purchase.~A~1~1~<br /> Average speed of answer ,ASA, is the average time a customer has to wait in the queue before their call is answered.<br /> Cross-sell is to sell related products or services in addition to the original purchase.<br /> Discretionary limit is a limit generally set by the organisation on certain transactions e.g. discounts that can be offered, extras included in package deals.<br /> Inbound is any call received by a call centre/customer contact centre.<br /> Occupancy is the percentage of time that agents who are available to take calls are actively occupied in talk time and after-call work time.<br />';
questions[36]='Discretionary phrasing is~a call centre/customer contact centre might recommend appropriate phrases for its agents to use with customers, but their use is not compulsory.~the percentage of calls a call centre/customer contact centre might expect to handle in a defined number of seconds.~handing over a call within the same organisation when the agent cannot answer the customer\'s enquiry directly, but knows that another agent, area or department would be able to help.~a technology by which the caller\'s telephone number is displayed when the call is received.~the average length of time that an agent speaks with a customer, from answering to hanging up.~A~1~1~<br /> Average talk time ,ATT, is the average length of time that an agent speaks with a customer, from answering to hanging up.<br /> Calling line identity ,CLI, is a technology by which the caller\'s telephone number is displayed when the call is received.<br /> Discretionary phrasing is a call centre/customer contact centre might recommend appropriate phrases for its agents to use with customers, but their use is not compulsory.<br /> Service level is the percentage of calls a call centre/customer contact centre might expect to handle in a defined number of seconds.<br /> Transfer is handing over a call within the same organisation when the agent cannot answer the customer\'s enquiry directly, but knows that another agent, area or department would be able to help.<br />';
questions[37]='EFTPOS is~electronic Funds Transfer Point Of Sale. This is an immediate transfer from the customer\'s savings, cheque or credit account to the vendor\'s bank account.~the person who answers the phone in a call centre/customer contact centre.~a direct line on which the agent can make outbound calls and receive inbound calls.~the study of the performance of agents doing telemarketing. The study is based on the forms that agents complete whilst doing calls.~a script that states exactly what an agent is required to say when answering an inbound call.~A~1~1~<br /> Agent is the person who answers the phone in a call centre/customer contact centre.<br /> Call target analysis ,CTA, is the study of the performance of agents doing telemarketing. The study is based on the forms that agents complete whilst doing calls.<br /> EFTPOS is electronic Funds Transfer Point Of Sale. This is an immediate transfer from the customer\'s savings, cheque or credit account to the vendor\'s bank account.<br /> Secondary directory number ,SDN, is a direct line on which the agent can make outbound calls and receive inbound calls.<br /> Standard greeting is a script that states exactly what an agent is required to say when answering an inbound call.<br />';
questions[38]='E-mail is~a message sent via the internet.~a device to magnify the sound as it is transmitted to the headset and usually have a volume control, a headset switch and a mute function.~a password or combination of numbers that is used to identify the user of an electronic system such as the ACD.~a term used in outbound calling where an agent calls a new customer for the first time or calls an existing customer about a new product or service.~any call received by a call centre/customer contact centre.~A~1~1~<br /> Amplifier is a device to magnify the sound as it is transmitted to the headset and usually have a volume control, a headset switch and a mute function.<br /> Cold call is a term used in outbound calling where an agent calls a new customer for the first time or calls an existing customer about a new product or service.<br /> E-mail is a message sent via the internet.<br /> Inbound is any call received by a call centre/customer contact centre.<br /> Personal identification number ,PIN, is a password or combination of numbers that is used to identify the user of an electronic system such as the ACD.<br />';
questions[39]='Empathy is~demonstrating an understanding of a customer\'s point of view and feelings about a situation.~an agent, logged into the automatic call distribution ,ACD, system, who is ready and waiting for an inbound call. ,See unavailable.,~the time an agent uses to complete paperwork or other tasks associated with a call.~the term to describe when a product will be supplied to the customer or how it will be supplied or dealing with the customer\'s expectations.~repeating to the customer what the customer said in the agent\'s own words.~A~1~1~<br /> Available is an agent, logged into the automatic call distribution ,ACD, system, who is ready and waiting for an inbound call. ,See unavailable.,<br /> Empathy is demonstrating an understanding of a customer\'s point of view and feelings about a situation.<br /> Fulfilment is the term to describe when a product will be supplied to the customer or how it will be supplied or dealing with the customer\'s expectations.<br /> Paraphrasing is repeating to the customer what the customer said in the agent\'s own words.<br /> Work time is the time an agent uses to complete paperwork or other tasks associated with a call.<br />';
questions[40]='Ergonomics is~the study of equipment design to make workplace equipment more comfortable for people so that they are more efficient in their work environment.~the use of an external company to provide call centre/customer contact centre services. The external company may provide just staff, or staff, equipment and premises.~a direct line on which the agent can make outbound calls and receive inbound calls.~the advantage that a feature of a product or service provides to the customer. E.g. ease of use, low running costs. See also feature.~a document outlining the steps an agent should take when making an inbound or outbound call.~A~1~1~<br /> Benefit is the advantage that a feature of a product or service provides to the customer. E.g. ease of use, low running costs. See also feature.<br /> Call guide is a document outlining the steps an agent should take when making an inbound or outbound call.<br /> Ergonomics is the study of equipment design to make workplace equipment more comfortable for people so that they are more efficient in their work environment.<br /> Outsourcing is the use of an external company to provide call centre/customer contact centre services. The external company may provide just staff, or staff, equipment and premises.<br /> Secondary directory number ,SDN, is a direct line on which the agent can make outbound calls and receive inbound calls.<br />';
questions[41]='Escalate is~the process of handing a call to a supervisor when the enquiry is outside the agent\'s delegation.~a plan which shows when each agent starts and finishes work, and when breaks are taken during the day based on the predicted number of calls.~the use of an external company to provide call centre/customer contact centre services. The external company may provide just staff, or staff, equipment and premises.~the use of open and closed questioning to assist in identification of the substance of the call details.~used to determine if a person or organisation is a good or poor credit risk.~A~1~1~<br /> Credit reference agency ,CRA, is used to determine if a person or organisation is a good or poor credit risk.<br /> Escalate is the process of handing a call to a supervisor when the enquiry is outside the agent\'s delegation.<br /> Outsourcing is the use of an external company to provide call centre/customer contact centre services. The external company may provide just staff, or staff, equipment and premises.<br /> Questioning skills is the use of open and closed questioning to assist in identification of the substance of the call details.<br /> Schedule is a plan which shows when each agent starts and finishes work, and when breaks are taken during the day based on the predicted number of calls.<br />';
questions[42]='External customer is~a person outside an organisation who requires a product or service.~the discussion of the details such as delivery options with the customer as soon as you feel that the customer wants to go ahead with the purchase.~the feeling that a customer has when their needs have been met by the agent who answered their call.~a greeting system that lines up inbound calls directly in the appropriate queues.~an agent arranges to call the customer back if the agent needs to give the customer additional information or the customer was not available when the agent called.~A~1~1~<br /> Assumptive close is the discussion of the details such as delivery options with the customer as soon as you feel that the customer wants to go ahead with the purchase.<br /> Callback is an agent arranges to call the customer back if the agent needs to give the customer additional information or the customer was not available when the agent called.<br /> External customer is a person outside an organisation who requires a product or service.<br /> Interactive voice response ,IVR, is a greeting system that lines up inbound calls directly in the appropriate queues.<br /> Satisfaction is the feeling that a customer has when their needs have been met by the agent who answered their call.<br />';
questions[43]='Forecast is~a prediction of the number of calls and the average work time per agent over 15 or 30-minute intervals.~the use of a moderated or even tone of voice when speaking to customers.~a queue in a call centre is an electronic holding area where calls are placed until an agent becomes free to answer them.~a global network of computers that allows everyone connected to the network to make contact with each other.~the specialised or technical language of a trade, profession, or similar group.~A~1~1~<br /> Forecast is a prediction of the number of calls and the average work time per agent over 15 or 30-minute intervals.<br /> Internet is a global network of computers that allows everyone connected to the network to make contact with each other.<br /> Jargon is the specialised or technical language of a trade, profession, or similar group.<br /> Modulate is the use of a moderated or even tone of voice when speaking to customers.<br /> Queue is a queue in a call centre is an electronic holding area where calls are placed until an agent becomes free to answer them.<br />';
questions[44]='Fulfilment is~the term to describe when a product will be supplied to the customer or how it will be supplied or dealing with the customer\'s expectations.~agreeing with a customer on a solution to their problem.~the number of seconds an individual call waits in the queue before it is answered.~an in-house telephone switching system that connects internal phone extensions to each other, as well as to the outside telephone network.~usually a call with less than five or ten seconds of talk time.~A~1~1~<br /> Fulfilment is the term to describe when a product will be supplied to the customer or how it will be supplied or dealing with the customer\'s expectations.<br /> Private automatic branch exchange ,PABX, is an in-house telephone switching system that connects internal phone extensions to each other, as well as to the outside telephone network.<br /> Queue time is the number of seconds an individual call waits in the queue before it is answered.<br /> Resolution is agreeing with a customer on a solution to their problem.<br /> Short call is usually a call with less than five or ten seconds of talk time.<br />';
questions[45]='Grade of service ,GOS, is~a target set for call answering times, such as 80 percent of calls answered in 20 seconds.~the average time a customer has to wait in the queue before their call is answered.~a queuing system designed for use in customer contact centres/call centres with high volumes of incoming telephone traffic.~a term that refers to how closely an agent keeps to their schedule for lunch and other breaks.~an agent, logged into the automatic call distribution ,ACD, system, who is ready and waiting for an inbound call. ,See unavailable.,~A~1~1~<br /> Adherence factor is a term that refers to how closely an agent keeps to their schedule for lunch and other breaks.<br /> Automatic call distribution ,ACD, system is a queuing system designed for use in customer contact centres/call centres with high volumes of incoming telephone traffic.<br /> Available is an agent, logged into the automatic call distribution ,ACD, system, who is ready and waiting for an inbound call. ,See unavailable.,<br /> Average speed of answer ,ASA, is the average time a customer has to wait in the queue before their call is answered.<br /> Grade of service ,GOS, is a target set for call answering times, such as 80 percent of calls answered in 20 seconds.<br />';
questions[46]='Guard word is~a word to help with the spelling and pronunciation of names and unfamiliar words.~the time, measured in seconds, that an agent talks to a customer.~the individual code used by an agent to log into the automatic call distribution ,ACD, system. This ID allows the system to track the performance of the agent.~agreeing with a customer on a solution to their problem.~a target set for call answering times, such as 80 percent of calls answered in 20 seconds.~A~1~1~<br /> Agent ID is the individual code used by an agent to log into the automatic call distribution ,ACD, system. This ID allows the system to track the performance of the agent.<br /> Grade of service ,GOS, is a target set for call answering times, such as 80 percent of calls answered in 20 seconds.<br /> Guard word is a word to help with the spelling and pronunciation of names and unfamiliar words.<br /> Resolution is agreeing with a customer on a solution to their problem.<br /> Talk time is the time, measured in seconds, that an agent talks to a customer.<br />';
questions[47]='Headset is~a hands-free operation via an ear and mouthpiece attached to a telephone.~any call received by a call centre/customer contact centre.~a direct line on which the agent can make outbound calls and receive inbound calls.~software designed to carry out a specific task, such as word processing, spreadsheets or a database.~a message sent via the internet.~A~1~1~<br /> Application is software designed to carry out a specific task, such as word processing, spreadsheets or a database.<br /> E-mail is a message sent via the internet.<br /> Headset is a hands-free operation via an ear and mouthpiece attached to a telephone.<br /> Inbound is any call received by a call centre/customer contact centre.<br /> Secondary directory number ,SDN, is a direct line on which the agent can make outbound calls and receive inbound calls.<br />';
questions[48]='Inbound is~any call received by a call centre/customer contact centre.~a plan which shows when each agent starts and finishes work, and when breaks are taken during the day based on the predicted number of calls.~a word formed from the initial letters of a name, such as AHT for average handling time, or by combining initial letters or parts of a series of words, such as RADAR for RAdio Detecting And Ranging.~making outbound calls to a selected target group of new or existing customers in order to sell goods and/or services.~a term used in outbound calling where an agent calls a new customer for the first time or calls an existing customer about a new product or service.~A~1~1~<br /> Acronym is a word formed from the initial letters of a name, such as AHT for average handling time, or by combining initial letters or parts of a series of words, such as RADAR for RAdio Detecting And Ranging.<br /> Cold call is a term used in outbound calling where an agent calls a new customer for the first time or calls an existing customer about a new product or service.<br /> Inbound is any call received by a call centre/customer contact centre.<br /> Schedule is a plan which shows when each agent starts and finishes work, and when breaks are taken during the day based on the predicted number of calls.<br /> Telemarketing is making outbound calls to a selected target group of new or existing customers in order to sell goods and/or services.<br />';
questions[49]='Interactive voice response ,IVR, is~a greeting system that lines up inbound calls directly in the appropriate queues.~the average length of time that an agent speaks with a customer, from answering to hanging up.~the level of authority an agent must work within to carry out their job.~a technology by which the caller\'s telephone number is displayed when the call is received.~a queuing system designed for use in customer contact centres/call centres with high volumes of incoming telephone traffic.~A~1~1~<br /> Automatic call distribution ,ACD, system is a queuing system designed for use in customer contact centres/call centres with high volumes of incoming telephone traffic.<br /> Average talk time ,ATT, is the average length of time that an agent speaks with a customer, from answering to hanging up.<br /> Calling line identity ,CLI, is a technology by which the caller\'s telephone number is displayed when the call is received.<br /> Delegation is the level of authority an agent must work within to carry out their job.<br /> Interactive voice response ,IVR, is a greeting system that lines up inbound calls directly in the appropriate queues.<br />';
questions[50]='Internal customer is~someone inside an organisation requiring a product or service.~making outbound calls to a selected target group of new or existing customers in order to sell goods and/or services.~a call centre/customer contact centre might recommend appropriate phrases for its agents to use with customers, but their use is not compulsory.~a message sent via the internet.~an unexpected noise that comes through an agent\'s headset. This can be a high-pitched noise or squeal.~A~1~1~<br /> Acoustic incident is an unexpected noise that comes through an agent\'s headset. This can be a high-pitched noise or squeal.<br /> Discretionary phrasing is a call centre/customer contact centre might recommend appropriate phrases for its agents to use with customers, but their use is not compulsory.<br /> E-mail is a message sent via the internet.<br /> Internal customer is someone inside an organisation requiring a product or service.<br /> Telemarketing is making outbound calls to a selected target group of new or existing customers in order to sell goods and/or services.<br />';
questions[51]='Internet is~a global network of computers that allows everyone connected to the network to make contact with each other.~a script that states exactly what an agent is required to say when answering an inbound call.~the study of equipment design to make workplace equipment more comfortable for people so that they are more efficient in their work environment.~a term used in outbound calling where an agent calls a new customer for the first time or calls an existing customer about a new product or service.~an expression of dissatisfaction by a customer who is not happy with a product or service provided or offered by the organisation.~A~1~1~<br /> Cold call is a term used in outbound calling where an agent calls a new customer for the first time or calls an existing customer about a new product or service.<br /> Complaint is an expression of dissatisfaction by a customer who is not happy with a product or service provided or offered by the organisation.<br /> Ergonomics is the study of equipment design to make workplace equipment more comfortable for people so that they are more efficient in their work environment.<br /> Internet is a global network of computers that allows everyone connected to the network to make contact with each other.<br /> Standard greeting is a script that states exactly what an agent is required to say when answering an inbound call.<br />';
questions[52]='Jargon is~the specialised or technical language of a trade, profession, or similar group.~a call centre/customer contact centre might recommend appropriate phrases for its agents to use with customers, but their use is not compulsory.~an agent arranges to call the customer back if the agent needs to give the customer additional information or the customer was not available when the agent called.~the use of an external company to provide call centre/customer contact centre services. The external company may provide just staff, or staff, equipment and premises.~a greeting system that lines up inbound calls directly in the appropriate queues.~A~1~1~<br /> Callback is an agent arranges to call the customer back if the agent needs to give the customer additional information or the customer was not available when the agent called.<br /> Discretionary phrasing is a call centre/customer contact centre might recommend appropriate phrases for its agents to use with customers, but their use is not compulsory.<br /> Interactive voice response ,IVR, is a greeting system that lines up inbound calls directly in the appropriate queues.<br /> Jargon is the specialised or technical language of a trade, profession, or similar group.<br /> Outsourcing is the use of an external company to provide call centre/customer contact centre services. The external company may provide just staff, or staff, equipment and premises.<br />';
questions[53]='Leverage tool is~information that you can use to your advantage when dealing with a customer.~the number of seconds an individual call waits in the queue before it is answered.~the technology that links the computer, telephone and other services such as voice messaging and fax.~a target set for call answering times, such as 80 percent of calls answered in 20 seconds.~someone inside an organisation requiring a product or service.~A~1~1~<br /> Computer telephony integration ,CTI, is the technology that links the computer, telephone and other services such as voice messaging and fax.<br /> Grade of service ,GOS, is a target set for call answering times, such as 80 percent of calls answered in 20 seconds.<br /> Internal customer is someone inside an organisation requiring a product or service.<br /> Leverage tool is information that you can use to your advantage when dealing with a customer.<br /> Queue time is the number of seconds an individual call waits in the queue before it is answered.<br />';
questions[54]='Modulate is~the use of a moderated or even tone of voice when speaking to customers.~the use of a moderated or even tone of voice when speaking to customers.~the sale of a product or service in addition to the product or service the customer has purchased.~an agent arranges to call the customer back if the agent needs to give the customer additional information or the customer was not available when the agent called.~a question that only requires a yes, no answer, or a very short specific answer.~A~1~1~<br /> Callback is an agent arranges to call the customer back if the agent needs to give the customer additional information or the customer was not available when the agent called.<br /> Closed Question is a question that only requires a yes, no answer, or a very short specific answer.<br /> Modulate is the use of a moderated or even tone of voice when speaking to customers.<br /> Upsell is the sale of a product or service in addition to the product or service the customer has purchased.<br />';
questions[55]='Occupancy is~the percentage of time that agents who are available to take calls are actively occupied in talk time and after-call work time.~a company that provides services such as telephones, telephone lines, data lines and Internet access to individuals and companies.~a queuing system designed for use in customer contact centres/call centres with high volumes of incoming telephone traffic.~making outbound calls to a selected target group of new or existing customers in order to sell goods and/or services.~a script that states exactly what an agent is required to say when answering an inbound call.~A~1~1~<br /> Automatic call distribution ,ACD, system is a queuing system designed for use in customer contact centres/call centres with high volumes of incoming telephone traffic.<br /> Occupancy is the percentage of time that agents who are available to take calls are actively occupied in talk time and after-call work time.<br /> Standard greeting is a script that states exactly what an agent is required to say when answering an inbound call.<br /> Telecommunications network provider is a company that provides services such as telephones, telephone lines, data lines and Internet access to individuals and companies.<br /> Telemarketing is making outbound calls to a selected target group of new or existing customers in order to sell goods and/or services.<br />';
questions[56]='Open question is~a question that encourages the customer to provide a lot of information.~a direct line on which the agent can make outbound calls and receive inbound calls.~a message sent via the internet.~the process of handing a call to a supervisor when the enquiry is outside the agent\'s delegation.~the discussion of the details such as delivery options with the customer as soon as you feel that the customer wants to go ahead with the purchase.~A~1~1~<br /> Assumptive close is the discussion of the details such as delivery options with the customer as soon as you feel that the customer wants to go ahead with the purchase.<br /> E-mail is a message sent via the internet.<br /> Escalate is the process of handing a call to a supervisor when the enquiry is outside the agent\'s delegation.<br /> Open question is a question that encourages the customer to provide a lot of information.<br /> Secondary directory number ,SDN, is a direct line on which the agent can make outbound calls and receive inbound calls.<br />';
questions[57]='Outbound is~any outgoing call from the call centre/customer contact centre to a customer.~the average time spent on each call and follow-up work. This is worked out by adding the talk time and work time for calls, and then dividing the result by the number of calls.~a phrase that gives the agent a clue as to the customer\'s needs and requirements.~repeating to the customer what the customer said in the agent\'s own words.~making outbound calls to a selected target group of new or existing customers in order to sell goods and/or services.~A~1~1~<br /> Average handling time ,AHT, is the average time spent on each call and follow-up work. This is worked out by adding the talk time and work time for calls, and then dividing the result by the number of calls.<br /> Outbound is any outgoing call from the call centre/customer contact centre to a customer.<br /> Paraphrasing is repeating to the customer what the customer said in the agent\'s own words.<br /> Telemarketing is making outbound calls to a selected target group of new or existing customers in order to sell goods and/or services.<br /> Trigger statement is a phrase that gives the agent a clue as to the customer\'s needs and requirements.<br />';
questions[58]='Outsourcing is~the use of an external company to provide call centre/customer contact centre services. The external company may provide just staff, or staff, equipment and premises.~the art of showing a customer that you are listening and interested in what they have to say.~handing over a call within the same organisation when the agent cannot answer the customer\'s enquiry directly, but knows that another agent, area or department would be able to help.~the feeling that a customer has when their needs have been met by the agent who answered their call.~a document outlining the steps an agent should take when making an inbound or outbound call.~A~1~1~<br /> Active listening is the art of showing a customer that you are listening and interested in what they have to say.<br /> Call guide is a document outlining the steps an agent should take when making an inbound or outbound call.<br /> Outsourcing is the use of an external company to provide call centre/customer contact centre services. The external company may provide just staff, or staff, equipment and premises.<br /> Satisfaction is the feeling that a customer has when their needs have been met by the agent who answered their call.<br /> Transfer is handing over a call within the same organisation when the agent cannot answer the customer\'s enquiry directly, but knows that another agent, area or department would be able to help.<br />';
questions[59]='Overflow is~the transfer of calls from one agent group to another so that they can be handled more quickly.~the advantage that a feature of a product or service provides to the customer. E.g. ease of use, low running costs. See also feature.~the study of equipment design to make workplace equipment more comfortable for people so that they are more efficient in their work environment.~agreeing with a customer on a solution to their problem.~the average length of time that an agent speaks with a customer, from answering to hanging up.~A~1~1~<br /> Average talk time ,ATT, is the average length of time that an agent speaks with a customer, from answering to hanging up.<br /> Benefit is the advantage that a feature of a product or service provides to the customer. E.g. ease of use, low running costs. See also feature.<br /> Ergonomics is the study of equipment design to make workplace equipment more comfortable for people so that they are more efficient in their work environment.<br /> Overflow is the transfer of calls from one agent group to another so that they can be handled more quickly.<br /> Resolution is agreeing with a customer on a solution to their problem.<br />';
questions[60]='Paraphrasing is~repeating to the customer what the customer said in the agent\'s own words.~the time an agent uses to complete paperwork or other tasks associated with a call.~a queue in a call centre is an electronic holding area where calls are placed until an agent becomes free to answer them.~usually a call with less than five or ten seconds of talk time.~building a relationship with a customer.~A~1~1~<br /> Paraphrasing is repeating to the customer what the customer said in the agent\'s own words.<br /> Queue is a queue in a call centre is an electronic holding area where calls are placed until an agent becomes free to answer them.<br /> Rapport is building a relationship with a customer.<br /> Short call is usually a call with less than five or ten seconds of talk time.<br /> Work time is the time an agent uses to complete paperwork or other tasks associated with a call.<br />';
questions[61]='Personal identification number ,PIN, is~a password or combination of numbers that is used to identify the user of an electronic system such as the ACD.~an agent arranges to call the customer back if the agent needs to give the customer additional information or the customer was not available when the agent called.~an expression of dissatisfaction by a customer who is not happy with a product or service provided or offered by the organisation.~a term used in outbound calling where an agent calls a new customer for the first time or calls an existing customer about a new product or service.~someone inside an organisation requiring a product or service.~A~1~1~<br /> Callback is an agent arranges to call the customer back if the agent needs to give the customer additional information or the customer was not available when the agent called.<br /> Cold call is a term used in outbound calling where an agent calls a new customer for the first time or calls an existing customer about a new product or service.<br /> Complaint is an expression of dissatisfaction by a customer who is not happy with a product or service provided or offered by the organisation.<br /> Internal customer is someone inside an organisation requiring a product or service.<br /> Personal identification number ,PIN, is a password or combination of numbers that is used to identify the user of an electronic system such as the ACD.<br />';
questions[62]='Private automatic branch exchange ,PABX, is~an in-house telephone switching system that connects internal phone extensions to each other, as well as to the outside telephone network.~the feeling that a customer has when their needs have been met by the agent who answered their call.~the transfer of calls from one agent group to another so that they can be handled more quickly.~the level of authority an agent must work within to carry out their job.~a queue in a call centre is an electronic holding area where calls are placed until an agent becomes free to answer them.~A~1~1~<br /> Delegation is the level of authority an agent must work within to carry out their job.<br /> Overflow is the transfer of calls from one agent group to another so that they can be handled more quickly.<br /> Private automatic branch exchange ,PABX, is an in-house telephone switching system that connects internal phone extensions to each other, as well as to the outside telephone network.<br /> Queue is a queue in a call centre is an electronic holding area where calls are placed until an agent becomes free to answer them.<br /> Satisfaction is the feeling that a customer has when their needs have been met by the agent who answered their call.<br />';
questions[63]='Primary directory number ,PDN, is~the telephone number that customers dial to ring the customer contact centre/call centre.~the specialised or technical language of a trade, profession, or similar group.~a greeting system that lines up inbound calls directly in the appropriate queues.~the individual code used by an agent to log into the automatic call distribution ,ACD, system. This ID allows the system to track the performance of the agent.~an agent, logged into the automatic call distribution ,ACD, system, who is ready and waiting for an inbound call. ,See unavailable.,~A~1~1~<br /> Agent ID is the individual code used by an agent to log into the automatic call distribution ,ACD, system. This ID allows the system to track the performance of the agent.<br /> Available is an agent, logged into the automatic call distribution ,ACD, system, who is ready and waiting for an inbound call. ,See unavailable.,<br /> Interactive voice response ,IVR, is a greeting system that lines up inbound calls directly in the appropriate queues.<br /> Jargon is the specialised or technical language of a trade, profession, or similar group.<br /> Primary directory number ,PDN, is the telephone number that customers dial to ring the customer contact centre/call centre.<br />';
questions[64]='Questioning skills is~the use of open and closed questioning to assist in identification of the substance of the call details.~the telephone number that customers dial to ring the customer contact centre/call centre.~the specialised or technical language of a trade, profession, or similar group.~a word to help with the spelling and pronunciation of names and unfamiliar words.~the study of equipment design to make workplace equipment more comfortable for people so that they are more efficient in their work environment.~A~1~1~<br /> Ergonomics is the study of equipment design to make workplace equipment more comfortable for people so that they are more efficient in their work environment.<br /> Guard word is a word to help with the spelling and pronunciation of names and unfamiliar words.<br /> Jargon is the specialised or technical language of a trade, profession, or similar group.<br /> Primary directory number ,PDN, is the telephone number that customers dial to ring the customer contact centre/call centre.<br /> Questioning skills is the use of open and closed questioning to assist in identification of the substance of the call details.<br />';
questions[65]='Queue is~a queue in a call centre is an electronic holding area where calls are placed until an agent becomes free to answer them.~a person outside an organisation who requires a product or service.~a company that provides services such as telephones, telephone lines, data lines and Internet access to individuals and companies.~the sale of a product or service in addition to the product or service the customer has purchased.~a call that has arrived at an automatic call distribution ,ACD, system and the customer has hung up before an agent has answered.~A~1~1~<br /> Abandoned call is a call that has arrived at an automatic call distribution ,ACD, system and the customer has hung up before an agent has answered.<br /> External customer is a person outside an organisation who requires a product or service.<br /> Queue is a queue in a call centre is an electronic holding area where calls are placed until an agent becomes free to answer them.<br /> Telecommunications network provider is a company that provides services such as telephones, telephone lines, data lines and Internet access to individuals and companies.<br /> Upsell is the sale of a product or service in addition to the product or service the customer has purchased.<br />';
questions[66]='Queue time is~the number of seconds an individual call waits in the queue before it is answered.~an unexpected noise that comes through an agent\'s headset. This can be a high-pitched noise or squeal.~an in-house telephone switching system that connects internal phone extensions to each other, as well as to the outside telephone network.~a meeting by telephone in which three or more people in different locations participate.~a queue in a call centre is an electronic holding area where calls are placed until an agent becomes free to answer them.~A~1~1~<br /> Acoustic incident is an unexpected noise that comes through an agent\'s headset. This can be a high-pitched noise or squeal.<br /> Conference call is a meeting by telephone in which three or more people in different locations participate.<br /> Private automatic branch exchange ,PABX, is an in-house telephone switching system that connects internal phone extensions to each other, as well as to the outside telephone network.<br /> Queue is a queue in a call centre is an electronic holding area where calls are placed until an agent becomes free to answer them.<br /> Queue time is the number of seconds an individual call waits in the queue before it is answered.<br />';
questions[67]='Rapport is~building a relationship with a customer.~the term to describe when a product will be supplied to the customer or how it will be supplied or dealing with the customer\'s expectations.~demonstrating an understanding of a customer\'s point of view and feelings about a situation.~making outbound calls to a selected target group of new or existing customers in order to sell goods and/or services.~the average time a customer has to wait in the queue before their call is answered.~A~1~1~<br /> Average speed of answer ,ASA, is the average time a customer has to wait in the queue before their call is answered.<br /> Empathy is demonstrating an understanding of a customer\'s point of view and feelings about a situation.<br /> Fulfilment is the term to describe when a product will be supplied to the customer or how it will be supplied or dealing with the customer\'s expectations.<br /> Rapport is building a relationship with a customer.<br /> Telemarketing is making outbound calls to a selected target group of new or existing customers in order to sell goods and/or services.<br />';
questions[68]='Refer is~providing the customer with the contact details of an external organisation when the agent is sure that no one in their organisation can help the customer.~a company that provides services such as telephones, telephone lines, data lines and Internet access to individuals and companies.~a centre that employs carefully trained agents to handle customer calls.~the feeling that a customer has when their needs have been met by the agent who answered their call.~a phrase that gives the agent a clue as to the customer\'s needs and requirements.~A~1~1~<br /> Call centre/Customer contact centre is a centre that employs carefully trained agents to handle customer calls.<br /> Refer is providing the customer with the contact details of an external organisation when the agent is sure that no one in their organisation can help the customer.<br /> Satisfaction is the feeling that a customer has when their needs have been met by the agent who answered their call.<br /> Telecommunications network provider is a company that provides services such as telephones, telephone lines, data lines and Internet access to individuals and companies.<br /> Trigger statement is a phrase that gives the agent a clue as to the customer\'s needs and requirements.<br />';
questions[69]='Resolution is~agreeing with a customer on a solution to their problem.~a call centre/customer contact centre might recommend appropriate phrases for its agents to use with customers, but their use is not compulsory.~the study of equipment design to make workplace equipment more comfortable for people so that they are more efficient in their work environment.~a direct line on which the agent can make outbound calls and receive inbound calls.~the percentage of time that agents who are available to take calls are actively occupied in talk time and after-call work time.~A~1~1~<br /> Discretionary phrasing is a call centre/customer contact centre might recommend appropriate phrases for its agents to use with customers, but their use is not compulsory.<br /> Ergonomics is the study of equipment design to make workplace equipment more comfortable for people so that they are more efficient in their work environment.<br /> Occupancy is the percentage of time that agents who are available to take calls are actively occupied in talk time and after-call work time.<br /> Resolution is agreeing with a customer on a solution to their problem.<br /> Secondary directory number ,SDN, is a direct line on which the agent can make outbound calls and receive inbound calls.<br />';
questions[70]='Satisfaction is~the feeling that a customer has when their needs have been met by the agent who answered their call.~a limit generally set by the organisation on certain transactions e.g. discounts that can be offered, extras included in package deals.~someone inside an organisation requiring a product or service.~an agent arranges to call the customer back if the agent needs to give the customer additional information or the customer was not available when the agent called.~the telephone number that customers dial to ring the customer contact centre/call centre.~A~1~1~<br /> Callback is an agent arranges to call the customer back if the agent needs to give the customer additional information or the customer was not available when the agent called.<br /> Discretionary limit is a limit generally set by the organisation on certain transactions e.g. discounts that can be offered, extras included in package deals.<br /> Internal customer is someone inside an organisation requiring a product or service.<br /> Primary directory number ,PDN, is the telephone number that customers dial to ring the customer contact centre/call centre.<br /> Satisfaction is the feeling that a customer has when their needs have been met by the agent who answered their call.<br />';
questions[71]='Schedule is~a plan which shows when each agent starts and finishes work, and when breaks are taken during the day based on the predicted number of calls.~the time, measured in seconds, that an agent talks to a customer.~the individual code used by an agent to log into the automatic call distribution ,ACD, system. This ID allows the system to track the performance of the agent.~a call centre/customer contact centre might recommend appropriate phrases for its agents to use with customers, but their use is not compulsory.~demonstrating an understanding of a customer\'s point of view and feelings about a situation.~A~1~1~<br /> Agent ID is the individual code used by an agent to log into the automatic call distribution ,ACD, system. This ID allows the system to track the performance of the agent.<br /> Discretionary phrasing is a call centre/customer contact centre might recommend appropriate phrases for its agents to use with customers, but their use is not compulsory.<br /> Empathy is demonstrating an understanding of a customer\'s point of view and feelings about a situation.<br /> Schedule is a plan which shows when each agent starts and finishes work, and when breaks are taken during the day based on the predicted number of calls.<br /> Talk time is the time, measured in seconds, that an agent talks to a customer.<br />';
questions[72]='Secondary directory number ,SDN, is~a direct line on which the agent can make outbound calls and receive inbound calls.~an organisation which specialises in collecting debts from people who owe money to a business and have failed to pay within a reasonable time.~software designed to carry out a specific task, such as word processing, spreadsheets or a database.~used to determine if a person or organisation is a good or poor credit risk.~a target set for call answering times, such as 80 percent of calls answered in 20 seconds.~A~1~1~<br /> Application is software designed to carry out a specific task, such as word processing, spreadsheets or a database.<br /> Credit management agency is an organisation which specialises in collecting debts from people who owe money to a business and have failed to pay within a reasonable time.<br /> Credit reference agency ,CRA, is used to determine if a person or organisation is a good or poor credit risk.<br /> Grade of service ,GOS, is a target set for call answering times, such as 80 percent of calls answered in 20 seconds.<br /> Secondary directory number ,SDN, is a direct line on which the agent can make outbound calls and receive inbound calls.<br />';
questions[73]='Service level is~the percentage of calls a call centre/customer contact centre might expect to handle in a defined number of seconds.~a group who handle calls coming in on a particular telephone number dialled by customers.~a service that works like an answering machine and allows callers to leave a message.~the term to describe when a product will be supplied to the customer or how it will be supplied or dealing with the customer\'s expectations.~the average length of time that an agent speaks with a customer, from answering to hanging up.~A~1~1~<br /> Agent group is a group who handle calls coming in on a particular telephone number dialled by customers.<br /> Average talk time ,ATT, is the average length of time that an agent speaks with a customer, from answering to hanging up.<br /> Fulfilment is the term to describe when a product will be supplied to the customer or how it will be supplied or dealing with the customer\'s expectations.<br /> Service level is the percentage of calls a call centre/customer contact centre might expect to handle in a defined number of seconds.<br /> Voice mail is a service that works like an answering machine and allows callers to leave a message.<br />';
questions[74]='Short call is~usually a call with less than five or ten seconds of talk time.~the term is used in place of complaint handling due to its positive focus, and is a reminder that customer satisfaction is a priority.~the average time spent on each call and follow-up work. This is worked out by adding the talk time and work time for calls, and then dividing the result by the number of calls.~a group who handle calls coming in on a particular telephone number dialled by customers.~the discussion of the details such as delivery options with the customer as soon as you feel that the customer wants to go ahead with the purchase.~A~1~1~<br /> Agent group is a group who handle calls coming in on a particular telephone number dialled by customers.<br /> Assumptive close is the discussion of the details such as delivery options with the customer as soon as you feel that the customer wants to go ahead with the purchase.<br /> Average handling time ,AHT, is the average time spent on each call and follow-up work. This is worked out by adding the talk time and work time for calls, and then dividing the result by the number of calls.<br /> Customer care is the term is used in place of complaint handling due to its positive focus, and is a reminder that customer satisfaction is a priority.<br /> Short call is usually a call with less than five or ten seconds of talk time.<br />';
questions[75]='Standard greeting is~a script that states exactly what an agent is required to say when answering an inbound call.~to sell related products or services in addition to the original purchase.~a technology by which the caller\'s telephone number is displayed when the call is received.~a person outside an organisation who requires a product or service.~the percentage of time that agents who are available to take calls are actively occupied in talk time and after-call work time.~A~1~1~<br /> Calling line identity ,CLI, is a technology by which the caller\'s telephone number is displayed when the call is received.<br /> Cross-sell is to sell related products or services in addition to the original purchase.<br /> External customer is a person outside an organisation who requires a product or service.<br /> Occupancy is the percentage of time that agents who are available to take calls are actively occupied in talk time and after-call work time.<br /> Standard greeting is a script that states exactly what an agent is required to say when answering an inbound call.<br />';
questions[76]='Talk time is~the time, measured in seconds, that an agent talks to a customer.~the use of an external company to provide call centre/customer contact centre services. The external company may provide just staff, or staff, equipment and premises.~an in-house telephone switching system that connects internal phone extensions to each other, as well as to the outside telephone network.~a message sent via the internet.~a call centre/customer contact centre might recommend appropriate phrases for its agents to use with customers, but their use is not compulsory.~A~1~1~<br /> Discretionary phrasing is a call centre/customer contact centre might recommend appropriate phrases for its agents to use with customers, but their use is not compulsory.<br /> E-mail is a message sent via the internet.<br /> Outsourcing is the use of an external company to provide call centre/customer contact centre services. The external company may provide just staff, or staff, equipment and premises.<br /> Private automatic branch exchange ,PABX, is an in-house telephone switching system that connects internal phone extensions to each other, as well as to the outside telephone network.<br /> Talk time is the time, measured in seconds, that an agent talks to a customer.<br />';
questions[77]='Telecommunications network provider is~a company that provides services such as telephones, telephone lines, data lines and Internet access to individuals and companies.~the number of seconds an individual call waits in the queue before it is answered.~the study of equipment design to make workplace equipment more comfortable for people so that they are more efficient in their work environment.~providing the customer with the contact details of an external organisation when the agent is sure that no one in their organisation can help the customer.~used to determine if a person or organisation is a good or poor credit risk.~A~1~1~<br /> Credit reference agency ,CRA, is used to determine if a person or organisation is a good or poor credit risk.<br /> Ergonomics is the study of equipment design to make workplace equipment more comfortable for people so that they are more efficient in their work environment.<br /> Queue time is the number of seconds an individual call waits in the queue before it is answered.<br /> Refer is providing the customer with the contact details of an external organisation when the agent is sure that no one in their organisation can help the customer.<br /> Telecommunications network provider is a company that provides services such as telephones, telephone lines, data lines and Internet access to individuals and companies.<br />';
questions[78]='Telemarketing is~making outbound calls to a selected target group of new or existing customers in order to sell goods and/or services.~a term that refers to how closely an agent keeps to their schedule for lunch and other breaks.~an agent arranges to call the customer back if the agent needs to give the customer additional information or the customer was not available when the agent called.~a meeting by telephone in which three or more people in different locations participate.~the use of an external company to provide call centre/customer contact centre services. The external company may provide just staff, or staff, equipment and premises.~A~1~1~<br /> Adherence factor is a term that refers to how closely an agent keeps to their schedule for lunch and other breaks.<br /> Callback is an agent arranges to call the customer back if the agent needs to give the customer additional information or the customer was not available when the agent called.<br /> Conference call is a meeting by telephone in which three or more people in different locations participate.<br /> Outsourcing is the use of an external company to provide call centre/customer contact centre services. The external company may provide just staff, or staff, equipment and premises.<br /> Telemarketing is making outbound calls to a selected target group of new or existing customers in order to sell goods and/or services.<br />';
questions[79]='Transfer is~handing over a call within the same organisation when the agent cannot answer the customer\'s enquiry directly, but knows that another agent, area or department would be able to help.~the art of showing a customer that you are listening and interested in what they have to say.~a lull in a conversation during which there is no sound.~the term to describe when a product will be supplied to the customer or how it will be supplied or dealing with the customer\'s expectations.~a target set for call answering times, such as 80 percent of calls answered in 20 seconds.~A~1~1~<br /> Active listening is the art of showing a customer that you are listening and interested in what they have to say.<br /> Dead Air is a lull in a conversation during which there is no sound.<br /> Fulfilment is the term to describe when a product will be supplied to the customer or how it will be supplied or dealing with the customer\'s expectations.<br /> Grade of service ,GOS, is a target set for call answering times, such as 80 percent of calls answered in 20 seconds.<br /> Transfer is handing over a call within the same organisation when the agent cannot answer the customer\'s enquiry directly, but knows that another agent, area or department would be able to help.<br />';
questions[80]='Trigger statement is~a phrase that gives the agent a clue as to the customer\'s needs and requirements.~electronic Funds Transfer Point Of Sale. This is an immediate transfer from the customer\'s savings, cheque or credit account to the vendor\'s bank account.~the specialised or technical language of a trade, profession, or similar group.~a service that works like an answering machine and allows callers to leave a message.~a meeting by telephone in which three or more people in different locations participate.~A~1~1~<br /> Conference call is a meeting by telephone in which three or more people in different locations participate.<br /> EFTPOS is electronic Funds Transfer Point Of Sale. This is an immediate transfer from the customer\'s savings, cheque or credit account to the vendor\'s bank account.<br /> Jargon is the specialised or technical language of a trade, profession, or similar group.<br /> Trigger statement is a phrase that gives the agent a clue as to the customer\'s needs and requirements.<br /> Voice mail is a service that works like an answering machine and allows callers to leave a message.<br />';
questions[81]='Unavailable is~the status of an agent who is logged in to the Automatic call distribution ,ACD, system, but has blocked any incoming calls.~information that you can use to your advantage when dealing with a customer.~a word to help with the spelling and pronunciation of names and unfamiliar words.~the study of the performance of agents doing telemarketing. The study is based on the forms that agents complete whilst doing calls.~a question that encourages the customer to provide a lot of information.~A~1~1~<br /> Call target analysis ,CTA, is the study of the performance of agents doing telemarketing. The study is based on the forms that agents complete whilst doing calls.<br /> Guard word is a word to help with the spelling and pronunciation of names and unfamiliar words.<br /> Leverage tool is information that you can use to your advantage when dealing with a customer.<br /> Open question is a question that encourages the customer to provide a lot of information.<br /> Unavailable is the status of an agent who is logged in to the Automatic call distribution ,ACD, system, but has blocked any incoming calls.<br />';
questions[82]='Upsell is~the sale of a product or service in addition to the product or service the customer has purchased.~the advantage that a feature of a product or service provides to the customer. E.g. ease of use, low running costs. See also feature.~a call that has arrived at an automatic call distribution ,ACD, system and the customer has hung up before an agent has answered.~a message sent via the internet.~a plan which shows when each agent starts and finishes work, and when breaks are taken during the day based on the predicted number of calls.~A~1~1~<br /> Abandoned call is a call that has arrived at an automatic call distribution ,ACD, system and the customer has hung up before an agent has answered.<br /> Benefit is the advantage that a feature of a product or service provides to the customer. E.g. ease of use, low running costs. See also feature.<br /> E-mail is a message sent via the internet.<br /> Schedule is a plan which shows when each agent starts and finishes work, and when breaks are taken during the day based on the predicted number of calls.<br /> Upsell is the sale of a product or service in addition to the product or service the customer has purchased.<br />';
questions[83]='Voice mail is~a service that works like an answering machine and allows callers to leave a message.~a queue in a call centre is an electronic holding area where calls are placed until an agent becomes free to answer them.~a meeting by telephone in which three or more people in different locations participate.~a centre that employs carefully trained agents to handle customer calls.~the level of authority an agent must work within to carry out their job.~A~1~1~<br /> Call centre/Customer contact centre is a centre that employs carefully trained agents to handle customer calls.<br /> Conference call is a meeting by telephone in which three or more people in different locations participate.<br /> Delegation is the level of authority an agent must work within to carry out their job.<br /> Queue is a queue in a call centre is an electronic holding area where calls are placed until an agent becomes free to answer them.<br /> Voice mail is a service that works like an answering machine and allows callers to leave a message.<br />';
questions[84]='Work time is~the time an agent uses to complete paperwork or other tasks associated with a call.~the average time a customer has to wait in the queue before their call is answered.~the study of equipment design to make workplace equipment more comfortable for people so that they are more efficient in their work environment.~an unexpected noise that comes through an agent\'s headset. This can be a high-pitched noise or squeal.~a lull in a conversation during which there is no sound.~A~1~1~<br /> Acoustic incident is an unexpected noise that comes through an agent\'s headset. This can be a high-pitched noise or squeal.<br /> Average speed of answer ,ASA, is the average time a customer has to wait in the queue before their call is answered.<br /> Dead Air is a lull in a conversation during which there is no sound.<br /> Ergonomics is the study of equipment design to make workplace equipment more comfortable for people so that they are more efficient in their work environment.<br /> Work time is the time an agent uses to complete paperwork or other tasks associated with a call.<br />';