Customer service final exam|51 Accurate Q’s and
A’s
offshoring - -refers to the relocation of business services from one country to
another (e.g., services, production, and manufacturing)
- outsourcing - -refers to the practice of contracting with third party
companies or vendors outside the organization (usually in another country to
deliver products and services to customers or produce products)
- help desk - -term used to describe a service provider trained and assigned
to assist customers with questions, problems, or suggestions
- e-commerce - -an entire spectrum of companies that market products and
services on the internet and through other technological and the process of
accessing them by customers
- automated attendants - -provide callers with a menu of options from
which they can select by pressing a key on their telephone keypad
- automated call distribution system - -telecommunications systems used
by many companies in their call centers and customer care facilities to
capture incoming calls and route them to available service providers
- automated customer telephone interview - -A voice recognition computer
mechanism that quires survey respondents with questions and stores their
responses. Depending upon answers received, the system can branch and
follow scripted prompts
- automatic number identification system - -a form of caller identification
system similar to the name telephone called ID system. ANI allows incoming
customers to be identified on a computer screen with background
information so that they can be routed to an appropriate service for
assistance
- spamming - -an abusive use of various electronic messaging systems and
technology to send unsolicited and indiscriminant bulk messages to people
(also used with instant messaging, web search engines, blogs, and other
formats)
- instant messageing - -internet communication technology that allows two
or more people to type messages back and fourth and see the other persons
message as soon as it is sent
, - intelligent callback technology - -technology that gathers information from
the customer and tells the customer when he or she can except a callback
- interactive kiosks - -computer terminals that have customized software
and hardware and set up in a public area where users can touch a screen
display to access application for information, commerce, education, or
entertainment
- internet callback technology - -technology that allows someone browsing
the internet to key a prompt on a website and have a service representative
call a phone number provided
- media blending - -technology that allows a service provider to
communicate with a customer via telephone while at the same time
displaying information to the customer over the computer
- predictive dialing system - -Technology that automatically places outgoing
calls and delivers incoming calls to the next available service representative
in a call center
- speech or voice recognition - -the ability of a machine or software program
to identify words and phrases in spoken language and convert them to a
machine-readableformat that can respond to vocal prompts and branch to
optional responces
- chat support - -An online chat support system provides customers with
access to a "real person" to get answers and help resolve issues. By going to
an organization's website that has chat capability, a customer can avoid
having to navigate a cumbersome toll-free number phone system that often
requires him or her to sit on hold for endless amounts of time waiting for a
service representative to become available
- cloud computing - -technology that allows for remote storage of a user's
data, which can there be accessed through a web browser using a mobile
application on the user's tablet, mobile device (e.g., smartphone), laptop, or
computer. The term relates to storing information "off in the electronic
clouds" rather than on a user's storage device
- twitter - -an online social networking service and microblogging service
that enables its users to send and read text based messages
- Wi-Fi - -technology that enables electronic device such as smartphones,
computers, and tablets to send and receive data wirelessly (using radio
waves) over a computer network
A’s
offshoring - -refers to the relocation of business services from one country to
another (e.g., services, production, and manufacturing)
- outsourcing - -refers to the practice of contracting with third party
companies or vendors outside the organization (usually in another country to
deliver products and services to customers or produce products)
- help desk - -term used to describe a service provider trained and assigned
to assist customers with questions, problems, or suggestions
- e-commerce - -an entire spectrum of companies that market products and
services on the internet and through other technological and the process of
accessing them by customers
- automated attendants - -provide callers with a menu of options from
which they can select by pressing a key on their telephone keypad
- automated call distribution system - -telecommunications systems used
by many companies in their call centers and customer care facilities to
capture incoming calls and route them to available service providers
- automated customer telephone interview - -A voice recognition computer
mechanism that quires survey respondents with questions and stores their
responses. Depending upon answers received, the system can branch and
follow scripted prompts
- automatic number identification system - -a form of caller identification
system similar to the name telephone called ID system. ANI allows incoming
customers to be identified on a computer screen with background
information so that they can be routed to an appropriate service for
assistance
- spamming - -an abusive use of various electronic messaging systems and
technology to send unsolicited and indiscriminant bulk messages to people
(also used with instant messaging, web search engines, blogs, and other
formats)
- instant messageing - -internet communication technology that allows two
or more people to type messages back and fourth and see the other persons
message as soon as it is sent
, - intelligent callback technology - -technology that gathers information from
the customer and tells the customer when he or she can except a callback
- interactive kiosks - -computer terminals that have customized software
and hardware and set up in a public area where users can touch a screen
display to access application for information, commerce, education, or
entertainment
- internet callback technology - -technology that allows someone browsing
the internet to key a prompt on a website and have a service representative
call a phone number provided
- media blending - -technology that allows a service provider to
communicate with a customer via telephone while at the same time
displaying information to the customer over the computer
- predictive dialing system - -Technology that automatically places outgoing
calls and delivers incoming calls to the next available service representative
in a call center
- speech or voice recognition - -the ability of a machine or software program
to identify words and phrases in spoken language and convert them to a
machine-readableformat that can respond to vocal prompts and branch to
optional responces
- chat support - -An online chat support system provides customers with
access to a "real person" to get answers and help resolve issues. By going to
an organization's website that has chat capability, a customer can avoid
having to navigate a cumbersome toll-free number phone system that often
requires him or her to sit on hold for endless amounts of time waiting for a
service representative to become available
- cloud computing - -technology that allows for remote storage of a user's
data, which can there be accessed through a web browser using a mobile
application on the user's tablet, mobile device (e.g., smartphone), laptop, or
computer. The term relates to storing information "off in the electronic
clouds" rather than on a user's storage device
- twitter - -an online social networking service and microblogging service
that enables its users to send and read text based messages
- Wi-Fi - -technology that enables electronic device such as smartphones,
computers, and tablets to send and receive data wirelessly (using radio
waves) over a computer network
