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Quizzes > Quizzes for Business > Business

Take the Call Quality Assessment Quiz

Assess Your Call Quality Skills in Minutes

Difficulty: Moderate
Questions: 20
Learning OutcomesStudy Material
Colorful paper art displaying questions for a Call Quality Assessment Quiz.

Ready to test your call evaluation skills? This Call Quality Assessment Quiz challenges professionals and students to sharpen their understanding of call performance metrics. Whether refining call monitoring techniques or improving customer interactions, participants will gain actionable insights. Feel free to customize every question in our editor to match your specific training needs or preferences. Explore more quizzes like the Quality Management Fundamentals Quiz or the HVAC & Air Quality Assessment Quiz for broader quality training.

Which metric measures variation in packet arrival time?
Latency
MOS
Packet loss
Jitter
Jitter quantifies the variability in packet arrival intervals, whereas latency measures delay, packet loss measures missing packets, and MOS is a subjective quality score.
What unit is network latency typically measured in?
Milliseconds
Kilobits per second
Packets per second
Decibels
Latency is the time delay in packet delivery and is conventionally measured in milliseconds. Other units describe throughput or signal levels.
What does MOS stand for in call quality measurement?
Mean Opinion Score
Maximum Operational Scale
Multi-Order Syntax
Minimum Operational Score
MOS stands for Mean Opinion Score, which is a subjective measure of voice call quality rated by users. The other options are not related to call quality metrics.
Packet loss in a voice call most commonly leads to:
Lower echo
Choppy audio
Improved clarity
Increased throughput
When packets are lost, portions of the audio stream are missing, resulting in choppy or garbled sound. It does not improve clarity or throughput.
In call quality assessment, echo is primarily caused by:
High jitter
Acoustic feedback
Low bandwidth
Codec compression
Echo is usually the result of acoustic feedback or impedance mismatches in the audio path. Jitter and bandwidth issues cause other distortions, and compression affects fidelity.
Which packet loss percentage is generally acceptable for high-quality VoIP calls?
More than 15%
Around 10%
Less than 5%
Less than 1%
Industry guidelines suggest keeping packet loss under 1% to maintain clear, uninterrupted voice communication. Higher loss rates noticeably degrade quality.
High network latency primarily results in:
Delays in conversation
Reduced echo
Clearer audio
Lower bandwidth usage
Latency is the delay between sending and receiving audio packets, causing conversational pauses. It doesn't improve clarity or reduce echo.
Signal-to-noise ratio (SNR) measures what aspect of a call?
Number of packets lost
Variation in packet timing
Ratio of signal power to background noise power
Subjective call quality
SNR compares the level of the desired audio signal to the level of background noise. It does not describe packet timing or loss.
Which network analysis tool is commonly used to capture and analyze VoIP traffic?
Cisco Packet Tracer
Adobe Audition
Wireshark
Microsoft Excel
Wireshark is a packet analyzer widely used for inspecting VoIP and other network traffic. Excel and Audition are not packet capture tools.
Which metric evaluates an agent's adherence to a predefined call script?
Script compliance
Net promoter score
First call resolution
Average handle time
Script compliance measures how closely an agent follows the required dialogue. AHT and FCR measure efficiency and resolution, not script adherence.
What is the primary function of a jitter buffer in VoIP communication?
To smooth packet arrival times
To compress voice data
To route calls
To encrypt audio streams
A jitter buffer collects and holds incoming packets to compensate for variability in arrival times. It does not handle compression, encryption, or routing.
Which hardware best practice improves call clarity by reducing background noise?
Upgrading power supply
Using noise-cancelling headsets
Increasing screen brightness
Installing additional RAM
Noise-cancelling headsets are designed to filter out ambient noise for a clearer voice signal. Screen brightness and hardware upgrades do not affect audio.
A root cause of choppy audio during calls is most likely high levels of:
Jitter
Battery power
Signal strength
Echo
High jitter disrupts the timing of audio packets, causing choppiness. Echo and signal strength affect other aspects, and battery power is unrelated.
Which customer service practice directly contributes to higher satisfaction scores?
Limiting call duration
Active listening
Using technical jargon
Frequent hold times
Active listening shows empathy and understanding, boosting customer satisfaction. Long holds, jargon, or rushes typically harm the experience.
The R-Factor, used in call quality evaluation, quantifies which aspect?
Voice call quality
CPU usage
Number of dropped calls
Bandwidth utilization
The R-Factor is a numerical score predicting perceived voice quality. It is not a measure of call drops, bandwidth, or system resources.
In the ITU-T E-model, which of the following is NOT one of the standard impairment factors used to calculate the R-Factor?
Equipment impairment (Ie)
Advantage factor (A)
Delay impairment (Id)
Sidetone impairment (Is)
The E-model uses impairment factors Id, Ie, and Is to quantify delay, equipment, and sidetone impairments. The advantage factor (A) adjusts listening conditions and is not an impairment.
A call center uses silent monitoring to evaluate early compliance. Which metric best indicates whether the agent used the correct greeting within the first 30 seconds?
Greeting accuracy
Hold time usage
Wrap-up time
Abandonment rate
Greeting accuracy specifically measures the correct script opening in the defined time frame. The other metrics assess different parts of the call or outcomes.
If experiments show 2% packet loss dropped MOS below 4.0, which mitigation most directly restores the MOS above 4.0?
Reduce microphone sensitivity
Increase jitter buffer size
Increase call volume
Implement forward error correction
Forward error correction adds redundant data to recover lost packets, improving MOS under packet loss conditions. Jitter buffering addresses timing, not loss recovery.
During call quality assessment, an agent scores low on empathy. Which coaching strategy best improves this skill?
Reduce call duration targets
Adjust script wording
Increase call quotas
Role-play scenarios with active listening
Role-playing active listening scenarios directly enhances empathetic communication. Adjusting quotas or targets doesn't develop the interpersonal skill.
In VoIP QoS configuration, when MOS is low and packet delay is high, which network adjustment should be prioritized?
Increase web traffic limits
Disable QoS entirely
Prioritize voice traffic in QoS policies
Increase video streaming bandwidth
Prioritizing voice packets reduces delay and packet loss, directly improving MOS. Increasing bandwidth for non-voice traffic or disabling QoS would worsen voice quality.
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Learning Outcomes

  1. Analyse key metrics that impact call clarity and performance
  2. Evaluate common call quality issues and their root causes
  3. Identify best practices for improving customer call satisfaction
  4. Demonstrate understanding of call monitoring criteria
  5. Apply call assessment frameworks to real-world scenarios

Cheat Sheet

  1. Understand Key Call Quality Metrics - Dive into metrics like First-Call Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction Score (CSAT) to gauge your team's performance and keep customers smiling. These insights pinpoint efficiency wins and improvement areas so you can level up your service game. QA Metrics Examples for Call Centers
    2. QA Metrics Examples for Call Centers
  2. Identify Common Call Quality Issues - Spot frequent hiccups like long hold times, dropped calls, and miscommunication to tackle customer pain points head-on. Understanding these snag spots lets you craft smoother, frustration-free call experiences. Call Center Quality Assurance Best Practices
    3. Call Center Quality Assurance Best Practices
  3. Implement Best Practices for Customer Satisfaction - Embrace active listening, clear language, and swift problem-solving to turn frustrated callers into loyal fans. Happy customers stick around longer and spread the word - powerful stuff for any contact center. Best Practices for Contact Center Quality Management
    4. Best Practices for Contact Center Quality Management
  4. Master Call Monitoring Techniques - Use real-time analytics and call recordings to keep a close eye on performance and quality benchmarks. Instant feedback loops help agents fine-tune their skills in the moment, boosting confidence and consistency. Best Practices for Contact Center Quality Assurance
    5. Best Practices for Contact Center Quality Assurance
  5. Apply Call Assessment Frameworks - Follow structured scorecards that cover greetings, problem analysis, tone, and closings to ensure every call meets quality standards. Consistent evaluations make it easy to track progress and celebrate wins. Key Call Center Metrics & KPIs
    6. Key Call Center Metrics & KPIs
  6. Enhance Communication Skills - Build rapport with empathy, clarity, and positive language so callers feel heard and understood. Great communication can cut resolution times and skyrocket satisfaction rates. Call Center Quality Assurance Best Practices
    7. Call Center Quality Assurance Best Practices
  7. Utilize Technology for Quality Assurance - Leverage speech analytics, AI, and automated scoring to flag trends and uncover training needs fast. These smart tools turn mountains of call data into actionable insights. QA Metrics Examples for Call Centers
    8. QA Metrics Examples for Call Centers
  8. Conduct Regular Training and Coaching - Host bite-sized workshops and one-on-one coaching sessions to plug performance gaps and boost agent confidence. Continuous learning keeps your team sharp and adaptable. Best Practices for Contact Center Quality Management
    9. Best Practices for Contact Center Quality Management
  9. Analyze Customer Feedback - Turn surveys, reviews, and call comments into gold-standard improvement plans. Real customer voices highlight pain points you might otherwise miss. Key Call Center Metrics & KPIs
    10. Key Call Center Metrics & KPIs
  10. Maintain Compliance and Security Standards - Protect data with strict adherence to industry regulations and best practices. Secure, compliant operations not only avoid fines but also build customer trust. Best Practices for Contact Center Quality Assurance
    11. Best Practices for Contact Center Quality Assurance
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