Contact Center
This workplace assists customers through different communication channels such as phone, email, chat, and social media.
Contact Center
I answer customer questions, handle concerns, and provide assistance regarding a company's products or services. Who am I?
Customer Service Representative (CSR)
An agent needs to temporarily leave their workstation to use the restroom. What contact center jargon should the agent use?
BIO BREAK
A customer says, “Hi! I just want to know how much your monthly internet plan costs.” What should you do first?
Listen to the customer's inquiry and provide the correct information.
You have 10 SECONDS!
Name THREE careers found in the contact center industry.
CSR, Technical Support Representative, Sales Representative, Workforce Analyst, Operations Manager, etc.
TRUE OR FALSE: A contact center can only communicate with customers through telephone calls.
FALSE
Your Wi-Fi suddenly stops working. You call the company, and I guide you through several steps to identify and fix the problem. Who am I?
Technical Support Representative
This refers to the main work area where contact center agents handle calls and perform their tasks.
FLOOR
A customer is explaining a problem, but you already think you know the solution. Should you interrupt them or allow them to finish explaining?
Allow the customer to finish and listen carefully.
One member of your team must silently act out:
Your teammates have 20 seconds to identify the problem.
No talking from the actor!
“A customer whose internet suddenly stopped working.”
Give THREE communication channels that customers can use to communicate with a contact center.
Phone, email, live chat, social media
My job is to convince potential customers to purchase or subscribe to the company's products and services. Who am I?
Sales Representative
Before or during a shift, the team gathers for a short meeting to discuss updates, reminders, targets, or concerns. What is this called?
HUDDLE
A customer is becoming frustrated because their internet still isn't working. How should an agent respond?
Remain calm, communicate professionally, and help resolve the concern.
Teacher acts as the customer:
One member of the team has 15 seconds to give an appropriate professional response.
Any polite response that acknowledges the concern and offers assistance.
A customer sends a message through a company's live chat asking why an online payment did not go through. What major function of a contact center is being demonstrated?
Providing customer assistance/support
I monitor staffing requirements and employee schedules to make sure enough agents are available when customers need assistance. Who am I?
Workforce Analyst
A customer asks to speak with someone who has higher authority because the agent cannot resolve the concern. What jargon describes this situation?
SUP CALL
A customer asks you a question, but you aren't sure of the correct answer. What should you do instead of guessing?
Verify the information or seek assistance from the appropriate person.
Your team has 20 seconds to name:
FIVE contact center jargons/terms!
No repeats!
AHOD BIO BREAK LONG CALL SUP CALL FLOOR HUDDLE AUX
Explain the difference between a call center and a contact center in ONE sentence.
A call center mainly handles telephone calls, while a contact center communicates with customers through multiple channels.
I oversee the overall performance of a contact center team or department and make sure operational goals and targets are achieved. Who am I?
Operations Manager
An agent has been handling the same customer interaction for an unusually extended amount of time. What jargon describes this?
LONG CALL
A customer has a complicated concern that you cannot resolve because it is beyond your authority. What is the BEST action to take?
Escalate the concern to the appropriate supervisor or department.
Choose TWO members of your team.
Student A = Customer
Student B = Contact Center Agent
The customer must act out this situation:
“You were charged for something you believe you didn't purchase, and you're upset.”
The agent has 30 seconds to handle the customer professionally.
To win the 500 points, the agent must demonstrate all three:
✓ Listen/acknowledge the concern
✓ Remain calm and professional
✓ Offer an appropriate next step or solution