Show:
Feelings
Departments
Technical Stuff
Phone Etiquette
Miscellaneous
100
A relese or expression of strong feelings or emotions.
What is to vent?
100

The department that handles other "Mobile" questions.

What is the Billing Department. 

100
The place you call when you are having computer issues.
What is the Help Desk?
100
The first thing you should do as you answer a call.
What is to smile?
100
To take time for yourself.
What is to take a break?
200
Feeling or showing pleasure, contentment, or joy.
What is being happy?
200

The department a CSR should not cold transfer to.

What is the Retention Department.

200

The place where all of the answers to our callers' questions are held?

What is Copilot

200
Something you should never do when on the phone with someone who does not speak English very well.
What is to raise your voice?
200
The conversation had each week.

What is a coaching.

300
A strong feeling of grievance or displeasure.
What is anger?
300

The department that handles getting the customer's Wi-Fi information.

Internet / Phone Repair

300

The integrated software where CSRs answer the phone.

What is Avaya?

300

The way to deliver undesirable news.

What is Positive Framing.

300

The wonderful tool used in the Call Center to keep up with VTO.

What is Outlook.

400
The ability to enter into, understand, or share somebody else's feelings.
What is sympathy?
400

The department responsible for setting up the customer's online profile.

Mobile Activation / Repair

400

The application that assists the CSR in troubleshooting.

What is Agent OS.

400

Something you should not do when on the phone with a customer. The customer deserves your undivided attention.

What is multitask?

400

The item banned from the Call Center.

What is a cell phone.

500
The ability to identify with and understand somebody else's feelings or difficulties.
What is empathy?
500

The department to handle a customer complaint.

What is YOUR DEPARTMENT - i.e. De-Escalate or LL if required.

500

The program that utilizes Personal Tech Pro.

What is SMPP.

500
Something you should not do across the room in the Call Center since others are on the phone.
What is to yell?
500

The number of calls the Call Center averages each month.

What is 30,000?