Types of Calls
A call that provides users with help in solving some common problems with a device or gadget.
What is a technical support call?
a printed or written statement of the money owed for goods or services.
What is a bill?
It is the very last phase of call flow.
What is branding the call?
This type of agent has to deal with issuing invoices and handling payments.
What is a billing agent?
This element of phone etiquette explains the importance of smiling and sitting up straight when you are taking a call.
What is body language?
A call when you reach out to an individual you've never spoken with before with the intent to sell them your product or service.
What is a cold call (sales)?
a person who buys goods or services from a shop or business.
What is a customer?
It is the part of call flow where the agent provides a summary of the steps that were taken to solve the issue.
What is recap?
This type of agent uses phrases such as "could you give me 30 seconds of your time to explain?"
What is a sales agent?
This element of phone etiquette states you have to give your customer undivided attention by minimizing distractions to understand the problem.
What is active listening?
Call in which commonly money issues are met and discussed.
What is a billing call?
a document used to outline a step-by-step process which the user has to follow in order to complete a task
What is a how to guide?
It is the part of call flow where an agent has to figure out the reason the customer is calling.
This type of agent has to troubleshoot devices for customers.
What is a tech support agent?
This element of phone etiquette mentions that using the right words to explain something to a customer is important so they do not get the wrong idea or are offended.
What is tact?
A call in which someone calls to request help with a product or service that they have bought.
What is a customer service call?
a process that is considered to create a negative experience for agents and customers alike and is considered ineffective in most companies.
What is cold calling?
It is the very first part of call flow.
What is greeting?
This type of agent deals with problems with orders, products and other issues.
What is a customer service agent?
This is the last element of phone etiquette.
What is appropriate closing?
A call which we did not practice but where an agent reaches out to a customer requesting that they pay their bills or the amount owed.
What is a collection call?
a written text that most agents use as guidance in a call when they are just beginning to work.
What is a script?
It is one of the most important parts of call flow since you have to verify the customer's personal information.
What is authentication?
This type of agent updates financial records and bill status.
What is a billing agent?
This is an important aspect of phone etiquette since it can help you express your mood and interest in the customer's issue.
What is tone of voice?