LOMA 335 EXAM QUESTIONS WITH
CORRECT ANSWERS
80-20 |principle |- |CORRECT |ANSWER✔✔-A |guideline |which |states |that |20% |of |the |components
|of |a |situation |account |for |80% |of |the |outcomes. |[10]
360-degree |review |- |CORRECT |ANSWER✔✔-A |method |of |performance |evaluation |in |which |
opinions |about |an |employee's |performance |are |solicited |from |several |sources, |such |as |the |
employee |and |her |superiors, |peers, |subordinates |and |customers. |[3]
abandonment |rate |- |CORRECT |ANSWER✔✔-For |a |contact |center, |the |percentage |of |inbound |
telephone |calls |that |are |placed |in |the |queue |and |then |terminated |by |the |caller |before |the |call |
is |answered |by |a |customer |service |representative. |[12]
accuracy |- |CORRECT |ANSWER✔✔-In |research, |a |general |term |for |the |closeness |of |a |model |to |
the |system |it |represents, |the |closeness |of |a |measured |quantity |to |its |true |value, |or |the |
closeness |of |a |projected |outcome |to |the |actual |outcome. |[6]
ACORD |- |CORRECT |ANSWER✔✔-A |standards-developing |organization |that |supports |data |and |
technology |standards |for |insurance |and |financial |services |worldwide. |[13]
ACORD |XML |LAH |- |CORRECT |ANSWER✔✔-ACORD's |proprietary |information |sharing |standards |
developed |for |life |insurance, |annuities |and |non |medical |health |insurance. |[13]
acquiescence |bias |- |CORRECT |ANSWER✔✔-a |consistent |error |in |survey |data |arising |from |the |
tendency |of |interviewees |to |agree |with |the |questioner. |[6]
activity |- |CORRECT |ANSWER✔✔-Part |of |a |set |of |actions |that |accomplishes |a |job, |problem |or |
assignment, |all |of |which |must |be |accomplished |within |a |specified |time. |[11]
,activity |analysis |- |CORRECT |ANSWER✔✔-A |type |of |analysis |and |a |report |for |documenting |the |
results |of |a |study |undertaken |to |identify |how |a |given |project |activity |is |accomplished |including
|the |tasks |constituting |that |activity. |[14]
adherence |- |CORRECT |ANSWER✔✔-In |a |contact |center, |the |degree |to |which |customer |service |
representatives |follow |the |staffing |schedule |developed |to |handle |inbound |customer |contacts. |
[12]
administrative |and |support |function |- |CORRECT |ANSWER✔✔-A |function |in |which |either |
managerial |or |non-managerial |employees |perform |duties |to |support |operational |or |production
|activities, |but |do |not |directly |perform |operational |or |production |duties. |[1]
agency |problem |- |CORRECT |ANSWER✔✔-A |problem |that |exists |when |one |person |is |paid |to |act
|on |behalf |of |another, |but |the |two |individuals |have |different |interests, |have |access |to |different
|information |about |the |agent's |activities, |and |have |different |incentives. |[2]
agile |management |- |CORRECT |ANSWER✔✔-An |approach |to |business |effectiveness |focused |on |
finding |and |seizing |opportunities |to |improve |operations |and |processes. |[11]
American |National |Standards |Institute |(ANSI) |- |CORRECT |ANSWER✔✔-A |private |association |
that |supports |the |creation |of |voluntary |standards |for |companies |operating |in |the |United |
States. |[13]
antecedent |- |CORRECT |ANSWER✔✔-In |a |behavioral |context, |an |environmental |cue |that |
prompts |a |person |to |act |in |a |particular |manner. |[3]
arithmetic |average |model |- |CORRECT |ANSWER✔✔-A |model |that |uses |the |arithmetic |average |
(the |mean) |of |the |time-series |data |from |previous |periods |as |the |forecast |value |for |the |next |
future |period. |[8]
,as-is |flow |chart |- |CORRECT |ANSWER✔✔-A |type |of |flow |chart |that |describes |how |a |work |
process |is |actually |performed, |regardless |of |how |it |should |be |performed. |[11]
attention |bias |- |CORRECT |ANSWER✔✔-A |consistent |error |in |research |outcomes |which |arises |
because |individuals |who |know |they |are |being |studied |tend |to |perform |better |because |of |the |
attention |to |their |performance. |[6]
authoritarian |decision |process |- |CORRECT |ANSWER✔✔-A |process |that |relies |on |one |decision |
maker |to |dictate |a |choice. |Also |known |as |autocratic |decision |process |or |paternalistic |decision |
process. |[5]
authority |- |CORRECT |ANSWER✔✔-The |right |to |direct |the |actions |of |others. |See |also |power. |[3]
automated |underwriting |system |- |CORRECT |ANSWER✔✔-A |type |of |expert |system |that |uses |an
|expert |knowledge |base, |decision |rules, |and |a |company |database |to |make |automated |
underwriting |decisions. |See |expert |system |[6]
automatic |call |distributor |(ACD) |- |CORRECT |ANSWER✔✔-A |device |that, |at |the |most |basic |level,
|receives |telephone |calls |and |directs |them |to |the |appropriate |employee |or |work |group. |In |
addition |to |routing, |ACDs |can |perform |a |variety |of |other |functions, |such |as |facilitating |contact |
center |management, |linking |multiple |service |centers, |and |integrating |telephones |with |other |
communication |and |information |technology. |[12]
automatic |number |identification |(ANI) |- |CORRECT |ANSWER✔✔-A |technology |that |identifies |an
|inbound |telephone |call |by |the |caller's |telephone |number |or |some |other |type |of |personal |
identifier. |[12]
automation |- |CORRECT |ANSWER✔✔-The |operation |of |a |process, |system |or |piece |of |
equipment |without |human |intervention. |[1]
, autonomy |- |CORRECT |ANSWER✔✔-As |a |dimension |of |work, |the |degree |to |which |a |job |gives |a |
worker |freedom, |independence |and |discretion |in |scheduling |the |work |and |determining |how |to
|carry |it |out. |[4]
average |call |value |- |CORRECT |ANSWER✔✔-In |a |contact |center, |a |measure |that |relates |revenue
|to |total |calls; |found |by |dividing |the |total |revenue |of |a |contact |center |by |the |center's |call |
volume |for |a |given |time |interval. |[12]
average |handling |time |(AHT) |- |CORRECT |ANSWER✔✔-In |a |contact |center, |the |average |amount |
of |time |that |employees |take |to |handle |calls; |found |by |adding |average |talk |time |to |average |
time |spend |on |after-call |work. |Also |known |as |turnaround |time. |see |also |average |talk |time |and |
average |time |spent |on |after-call |work. |[12]
average |speed |of |answer |(ASA) |- |CORRECT |ANSWER✔✔-In |a |contact |center, |the |amount |of |
time, |on |average, |that |it |takes |a |contact |center |to |answer |a |telephone |call.
average |talk |time |- |CORRECT |ANSWER✔✔-In |a |contact |center, |the |average |amounts |of |time |
customer |service |representatives |spend |on |the |telephone |with |callers. |See |also |average |
handling |time |and |average |time |spent |on |after-call |work. |[12]
average |time |spent |on |after-call |work |- |CORRECT |ANSWER✔✔-In |a |contact |center, |the |average
|time |that |customer |service |representatives |spend |on |completing |after-call |work. |See |also |
average |handling |time |and |average |talk |time. |[12]
balanced |scorecard |- |CORRECT |ANSWER✔✔-A |graphical |display |of |a |set |of |performance |
indicators |which |links |measures |of |company |activities |to |broad |performance |outcomes. |A |
balanced |scorecard |displays |performance |results |over |a |specified |time |period |- |not |at |a |single |
point |in |time.
balanced |scorecard |approach |- |CORRECT |ANSWER✔✔-A |conceptual |framework |used |to |
communicate |a |strategic |overview |of |the |alignment |between |operational |results |and |the |
CORRECT ANSWERS
80-20 |principle |- |CORRECT |ANSWER✔✔-A |guideline |which |states |that |20% |of |the |components
|of |a |situation |account |for |80% |of |the |outcomes. |[10]
360-degree |review |- |CORRECT |ANSWER✔✔-A |method |of |performance |evaluation |in |which |
opinions |about |an |employee's |performance |are |solicited |from |several |sources, |such |as |the |
employee |and |her |superiors, |peers, |subordinates |and |customers. |[3]
abandonment |rate |- |CORRECT |ANSWER✔✔-For |a |contact |center, |the |percentage |of |inbound |
telephone |calls |that |are |placed |in |the |queue |and |then |terminated |by |the |caller |before |the |call |
is |answered |by |a |customer |service |representative. |[12]
accuracy |- |CORRECT |ANSWER✔✔-In |research, |a |general |term |for |the |closeness |of |a |model |to |
the |system |it |represents, |the |closeness |of |a |measured |quantity |to |its |true |value, |or |the |
closeness |of |a |projected |outcome |to |the |actual |outcome. |[6]
ACORD |- |CORRECT |ANSWER✔✔-A |standards-developing |organization |that |supports |data |and |
technology |standards |for |insurance |and |financial |services |worldwide. |[13]
ACORD |XML |LAH |- |CORRECT |ANSWER✔✔-ACORD's |proprietary |information |sharing |standards |
developed |for |life |insurance, |annuities |and |non |medical |health |insurance. |[13]
acquiescence |bias |- |CORRECT |ANSWER✔✔-a |consistent |error |in |survey |data |arising |from |the |
tendency |of |interviewees |to |agree |with |the |questioner. |[6]
activity |- |CORRECT |ANSWER✔✔-Part |of |a |set |of |actions |that |accomplishes |a |job, |problem |or |
assignment, |all |of |which |must |be |accomplished |within |a |specified |time. |[11]
,activity |analysis |- |CORRECT |ANSWER✔✔-A |type |of |analysis |and |a |report |for |documenting |the |
results |of |a |study |undertaken |to |identify |how |a |given |project |activity |is |accomplished |including
|the |tasks |constituting |that |activity. |[14]
adherence |- |CORRECT |ANSWER✔✔-In |a |contact |center, |the |degree |to |which |customer |service |
representatives |follow |the |staffing |schedule |developed |to |handle |inbound |customer |contacts. |
[12]
administrative |and |support |function |- |CORRECT |ANSWER✔✔-A |function |in |which |either |
managerial |or |non-managerial |employees |perform |duties |to |support |operational |or |production
|activities, |but |do |not |directly |perform |operational |or |production |duties. |[1]
agency |problem |- |CORRECT |ANSWER✔✔-A |problem |that |exists |when |one |person |is |paid |to |act
|on |behalf |of |another, |but |the |two |individuals |have |different |interests, |have |access |to |different
|information |about |the |agent's |activities, |and |have |different |incentives. |[2]
agile |management |- |CORRECT |ANSWER✔✔-An |approach |to |business |effectiveness |focused |on |
finding |and |seizing |opportunities |to |improve |operations |and |processes. |[11]
American |National |Standards |Institute |(ANSI) |- |CORRECT |ANSWER✔✔-A |private |association |
that |supports |the |creation |of |voluntary |standards |for |companies |operating |in |the |United |
States. |[13]
antecedent |- |CORRECT |ANSWER✔✔-In |a |behavioral |context, |an |environmental |cue |that |
prompts |a |person |to |act |in |a |particular |manner. |[3]
arithmetic |average |model |- |CORRECT |ANSWER✔✔-A |model |that |uses |the |arithmetic |average |
(the |mean) |of |the |time-series |data |from |previous |periods |as |the |forecast |value |for |the |next |
future |period. |[8]
,as-is |flow |chart |- |CORRECT |ANSWER✔✔-A |type |of |flow |chart |that |describes |how |a |work |
process |is |actually |performed, |regardless |of |how |it |should |be |performed. |[11]
attention |bias |- |CORRECT |ANSWER✔✔-A |consistent |error |in |research |outcomes |which |arises |
because |individuals |who |know |they |are |being |studied |tend |to |perform |better |because |of |the |
attention |to |their |performance. |[6]
authoritarian |decision |process |- |CORRECT |ANSWER✔✔-A |process |that |relies |on |one |decision |
maker |to |dictate |a |choice. |Also |known |as |autocratic |decision |process |or |paternalistic |decision |
process. |[5]
authority |- |CORRECT |ANSWER✔✔-The |right |to |direct |the |actions |of |others. |See |also |power. |[3]
automated |underwriting |system |- |CORRECT |ANSWER✔✔-A |type |of |expert |system |that |uses |an
|expert |knowledge |base, |decision |rules, |and |a |company |database |to |make |automated |
underwriting |decisions. |See |expert |system |[6]
automatic |call |distributor |(ACD) |- |CORRECT |ANSWER✔✔-A |device |that, |at |the |most |basic |level,
|receives |telephone |calls |and |directs |them |to |the |appropriate |employee |or |work |group. |In |
addition |to |routing, |ACDs |can |perform |a |variety |of |other |functions, |such |as |facilitating |contact |
center |management, |linking |multiple |service |centers, |and |integrating |telephones |with |other |
communication |and |information |technology. |[12]
automatic |number |identification |(ANI) |- |CORRECT |ANSWER✔✔-A |technology |that |identifies |an
|inbound |telephone |call |by |the |caller's |telephone |number |or |some |other |type |of |personal |
identifier. |[12]
automation |- |CORRECT |ANSWER✔✔-The |operation |of |a |process, |system |or |piece |of |
equipment |without |human |intervention. |[1]
, autonomy |- |CORRECT |ANSWER✔✔-As |a |dimension |of |work, |the |degree |to |which |a |job |gives |a |
worker |freedom, |independence |and |discretion |in |scheduling |the |work |and |determining |how |to
|carry |it |out. |[4]
average |call |value |- |CORRECT |ANSWER✔✔-In |a |contact |center, |a |measure |that |relates |revenue
|to |total |calls; |found |by |dividing |the |total |revenue |of |a |contact |center |by |the |center's |call |
volume |for |a |given |time |interval. |[12]
average |handling |time |(AHT) |- |CORRECT |ANSWER✔✔-In |a |contact |center, |the |average |amount |
of |time |that |employees |take |to |handle |calls; |found |by |adding |average |talk |time |to |average |
time |spend |on |after-call |work. |Also |known |as |turnaround |time. |see |also |average |talk |time |and |
average |time |spent |on |after-call |work. |[12]
average |speed |of |answer |(ASA) |- |CORRECT |ANSWER✔✔-In |a |contact |center, |the |amount |of |
time, |on |average, |that |it |takes |a |contact |center |to |answer |a |telephone |call.
average |talk |time |- |CORRECT |ANSWER✔✔-In |a |contact |center, |the |average |amounts |of |time |
customer |service |representatives |spend |on |the |telephone |with |callers. |See |also |average |
handling |time |and |average |time |spent |on |after-call |work. |[12]
average |time |spent |on |after-call |work |- |CORRECT |ANSWER✔✔-In |a |contact |center, |the |average
|time |that |customer |service |representatives |spend |on |completing |after-call |work. |See |also |
average |handling |time |and |average |talk |time. |[12]
balanced |scorecard |- |CORRECT |ANSWER✔✔-A |graphical |display |of |a |set |of |performance |
indicators |which |links |measures |of |company |activities |to |broad |performance |outcomes. |A |
balanced |scorecard |displays |performance |results |over |a |specified |time |period |- |not |at |a |single |
point |in |time.
balanced |scorecard |approach |- |CORRECT |ANSWER✔✔-A |conceptual |framework |used |to |
communicate |a |strategic |overview |of |the |alignment |between |operational |results |and |the |
