Car Service Call Center Call Queue Management Quiz
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Questions and Answers

What is one of the strategies supervisors can use to manage call queues effectively?

  • Automated voicemail responses
  • Real-Time Monitoring (correct)
  • Post-call surveys
  • Random call handling

    • How can supervisors forecast call volumes effectively?

  • Asking agents for their predictions
  • Guessing based on intuition
  • Ignoring call volume patterns
  • Using historical call data and call volume patterns (correct)

    • What is a key benefit of proper staffing in a call center?

  • Preventing excessive wait times (correct)
  • Creating longer wait times
  • Reducing agent efficiency
  • Increasing call abandonment rates

    • What does skills-based routing in a call center ensure?

    <p>Calls are directed to agents based on their skill set</p> Signup and view all the answers

    Why is it important for supervisors to have visibility into call queues?

    <p>To proactively take actions to manage the queue effectively</p> Signup and view all the answers

    Supervisors should only monitor call queues periodically, not in real-time.

    <p>False</p> Signup and view all the answers

    Forecasting call volumes is not necessary for effective call queue management.

    <p>False</p> Signup and view all the answers

    Proper staffing does not impact wait times in a call center.

    <p>False</p> Signup and view all the answers

    Using historical call data is not helpful for supervisors to forecast call volumes.

    <p>False</p> Signup and view all the answers

    Skills-based routing does not play a role in efficient call handling.

    <p>False</p> Signup and view all the answers

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