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LOMA ACS 101 Module 3 questions well answered graded A+
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LOMA ACS 101 Module 3 questions well answered graded A+
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LOMA ACS 101 Module 3Intelligent call routing (ICR) - correct answer ✔✔A broad term covering the various techniques for
analyzing inbound communications and directing them to appropriate service providers.
automatic call distributor (ACD) - correct answer ✔✔A technology which answers inbound telephone
calls and directs them to an employee or work group.
uniform call distribution (UCD - correct answer ✔✔A method of routing inbound telephone calls in
which calls are routed in a predetermined order among available customer service representatives so
that each person receives approximately the same number of calls.
longest idle agent (LIA - correct answer ✔✔routes inbound telephone calls to the available CSRs who
have gone the longest time without receiving a call.
skill-based routing (SBR) - correct answer ✔✔method routes inbound calls to the most qualified CSRs
based on the skills required to process the request.
automatic transaction distribution - correct answer ✔✔directs customer contacts to service providers
based on their proficiency with a particular communication channel.
Intelligent callback systems - correct answer ✔✔callers the option to request a return call instead of
waiting to speak with a CSR
intelligent callback option - correct answer ✔✔frees a caller's time by letting her choose to exit the call
queue and receive an automated callback.
exception processing - correct answer ✔✔Guidelines for making exceptions to standard procedures
, Computer telephony integration (CTI) - correct answer ✔✔collection of hardware, software, and
programming that integrates computers and communication technology, particularly telephones, to
enhance customer contacts and the information they provide.
interactive voice response (IVR) system - correct answer ✔✔computer-based system that answers
telephone calls, greets callers with a recorded or digitized message, and prompts them to enter
information or make requests by voice or telephone keypad
Voice over Internet Protocol (VoIP) - correct answer ✔✔transmits a person's voice over an internet
connection.
after-call work (ACW) - correct answer ✔✔The documentation activities associated with customer
contacts that take place after a customer contact is completed. Also known as wrap-up.
customer contact system - correct answer ✔✔A customer database and work tracking tool that
combines a variety of features—such as data entry and retrieval, history of previous customer contacts,
document management, scripted presentations, and follow-up tools—to provide a framework for
handling and documenting customer contacts.
service complaint - correct answer ✔✔interaction between a customer and the company
NAIC's Unfair Trade Practices Act - correct answer ✔✔describes the information insurers must maintain
in their complaint records
service recovery - correct answer ✔✔the actions the company takes to win back a customer's good will.
problem-focused coping style - correct answer ✔✔An approach to handling stress in which a person
focuses on the cause of the stress.
relationship-focused coping style - correct answer ✔✔An approach to handling stress in which a person
discusses a stressful situation with those people involved in the situation.
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