What Is a Contact Center or Call Center

question 64

Multiple Choice

What is a contact center or call center?

• A) A place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone.
• B) A system that allows customers to use the web to find answers to their questions or solutions to their problems.
• C) A system that gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer.
• D) A form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products.

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Definitions:

Establishment of Responsibility

An accounting control principle that ensures tasks are assigned to individuals in a way that accountability can be determined.

Segregation of Duties

A risk management and control strategy that divides tasks among different people to reduce the risk of fraud or error.

Cash Register

A cash register is a mechanical or electronic device for registering and calculating transactions at a point of sale, equipped with a drawer for storing cash.

Independent Internal Verification

The audit process within an organization where transactions and processes are reviewed by a person not involved in their execution, aimed at enhancing accuracy and reliability.