Advisors
Who answers phone calls or chats when customers need help?
An Advisor
Who leads a small group of advisors and helps them do a great job?
Team Leader / Supervisor
Who listens to calls and checks if we are doing a good job?
Quality Coach
Who fixes tools and systems when they stop working?
Tech Support
What do we call the team that answers customer calls and chats?
Contact Center
What do advisors wear so they can talk and hear while typing?
A headset
Do team leaders mostly help customers or advisors?
Advisors
Quality Coach
Trainer
If a computer freezes, who should an advisor call?
Tech Support
Who plans work days and hours so enough advisors are on?
Workforce Planner
Advisors help with questions about this big GM product. What is it?
Their car
Who helps an advisor with a really hard call?
Team leader
Does a quality coach usually listen during calls or after calls?
After
Do tech helpers mostly help customers or advisors?
Advisors
Who studies charts, graphs, and call numbers?
Data Analyst
How does an advisor talk to customers?
On phone or in chat
Name one way a team leader helps the team get better.
Coach, give tips, or cheer them on
Name one thing a trainer teaches new advisors.
Systems, scripts, calm voices, or rules
Name one thing Tech Support might fix.
A headset, computer, phone, or internet
Name one thing a data analyst might measure.
Call volume, wait time, or happiness
Name one feeling a customer may have when a car breaks.
Worried, upset, confused, or scared
True or False: A team leader works alone.
False
Why do we check calls and teach new people?
To get better and help customers more
Does Tech fixers talk to customers?
No
Why do we need the right number of advisors at busy times?
So customers wait less and get help faster