Asoslar
What is a call center?
A service center that communicates with customers.
How should you start a conversation?
By greeting and introducing yourself.
What is the operator’s duty?
To provide fast and accurate assistance.
How should you handle an angry customer?
espond calmly.
What is a headset?
Headphones with a microphone.
What is the difference between Inbound and Outbound?
Inbound – the customer calls. Outbound – the operator calls.
What should the tone of voice be like?
Polite and confident.
How should you end a call?
By thanking the customer and saying goodbye politely.
How do you resolve a conflict?
Listen and offer a solution.
What is a softphone?
A computer-based calling application.
What is SLA?
Service Level Agreement.
What is active listening?
Listening carefully and confirming understanding.
Why is accurate data entry important?
To prevent errors.
What if a customer asks for a supervisor?
Transfer the call if necessary.
What is a call log?
Call history.
What is KPI?
: Key Performance Indicator.
What is empathy?
Understanding the customer’s feelings.
How do you register a complaint?
Record it in the system and submit it.
How do you manage stress?
Breathing exercises and short breaks.
What is the difference between Hold and Mute?
Hold – puts the caller on hold. Mute – turns off the microphone.
What is CRM?
Customer Relationship Management system.
What is telephone etiquette?
Respectful and clear communication.
What is the confidentiality rule?
Not disclosing customer information.
What are the stages of closing a conflict?
Problem → Solution → Confirmation.
What is call transfer?
Transferring a call to another department.