Call Handling
All calls are analyzed on the basis of two categories.
Soft Skills, and Tehnical Skills
"When the sun shine, we shine together
Told you I'll be here forever"
Umbrella
If you have me, you want to share me. If you share me, you haven’t got me. What am I?
A Secret
A person who serves in a coffee bar
Barista
"You gotta put your past behind you. Look, kid, bad things happen."
Lion King
When a caller exhibits frustration/dismay/disappointment ensure your approach demonstrates understanding and care with regards to his/her concerns. What is this called?
Empathy
"I've been tryna call
I've been on my own for long enough"
Blinding Lights
I’m tall when I’m young, I’m short when I’m old. What am I?
A Pencil
Collects and disseminates information about current events, people, trends, and issues.
Journalist
"I'm the king of the world!" and "I figure life's a gift and I don't intend on wasting it"
Titanic
Are we allowed to say we are the answering service when not asked?
No only if asked.
"When the night
Has come
And the land is dark
And the moon
Is the only
Light we'll see"
Stand By Me
I’m a god, a planet, and I measure heat. What am I?
Mercury
A person who draws or creates pictures for magazines, books, advertising, etc.
Illustrator
"Nobody puts Baby in a corner"
Dirty Dancing
How many seconds of "dead air" is permissible?
10 seconds. Beyond a time frame of 10 seconds till 15 seconds will warrant coaching (in your QA evaluations). Dead air beyond 15 seconds could warrant a Not Yet.
"On a dark desert highway, cool wind in my hair"
Hotel California
What goes up but never comes down? What am I?
Your Age
A person who makes and repairs things in iron by hand.
Blacksmith
“Carpe diem. Seize the day, boys. Make your lives extraordinary.”
Dead Poet's Society
How many seconds do we have to state the answer phrase by?
Ensure to state the answer phrase within the first 5 seconds of a call. An answer phrase stated between 5-10 seconds will result in a coaching. An answer phrase stated beyond 10 seconds will result in a Not Yet.
"Don't call it a comeback, I been here for years"
Mama siad Knock you Out
What has 13 hearts, but no organs. What am I?
A Deck of Cards
A person who is professionally qualified to prepare and dispense medicinal drugs.
Pharmacist
“I never thought it was such a bad little tree. It’s not bad at all really. Maybe it just needs a little love.”
Charlie Brown Christmas