Call Center Tasks
This action involves temporarily suspending a call while you attend to another task or find information
What is putting a customer on hold?
A customer calls with a question about how to use a product or service.
This device is worn by call center agents to communicate with customers over the phone.
What is a headset?
This customer response often involves frustration and displeasure with the product or service.
What is an angry customer?
This term refers to the maximum amount of time a customer should be kept waiting on a call.
What is SLA (Service Level Agreement)?
The process of redirecting a call to a more experienced or specialized agent.
What is escalating a call?
A customer reaches out regarding a mistake on their bill and needs assistance in resolving it.
This software helps agents access customer data, resolve issues, and track interactions.
What is a CRM (Customer Relationship Management) tool?
A customer who praises the service and expresses satisfaction at the end of a call.
What is a happy customer/promoter/advocates?
This term means the process of solving a customer’s issue and bringing the interaction to a successful conclusion.
What is ticket resolution?
When you listen to the customer’s complaint and acknowledge their feelings, you are using this technique.
What is empathy?
This type of call focuses on fixing issues related to the technical functioning of a product or service.
What is a technical support call?
This tool records the content of a call for quality monitoring and training purposes.
What is a call recording system?
This customer is uncertain and may need additional clarification or help understanding the issue.
What is a confused customer?
This term describes the practice of repeating important information to a customer to ensure they understand.
What is repeat the process?
The act of verifying a customer's identity to ensure the correct account is being accessed.
What is authentication?
A customer calls to follow up on a previous interaction to check the progress or resolution of their issue
What is a follow-up call?
The system that automatically places calls and connects agents to customers in an outbound calling scenario.
What is a dialer?
This occurs when the customer abruptly ends the call, often due to frustration or waiting too long.
What is a customer hanging up?
This action refers to offering a customer a different product or service as a solution to their original issue.
What is offering an alternative?
This action ensures that the customer’s request or issue is fully resolved before ending the call.
The customer needs assistance after experiencing an unexpected disruption or malfunction of a service.
What is a service interruption?
This online resource provides agents with a knowledge base of solutions, FAQs, and troubleshooting steps.
What is a knowledge base?
A customer’s feedback after the call often assesses the overall quality of the service received.
What is a customer satisfaction survey?
This process involves updating the system with notes and details about the customer’s interaction.
What is logging a call?