Terms
Accountability
An obligation or willingness to accept responsibility or account for one's actions.
Interrupting
To ask questions or say things while another person is speaking.
Acceptable period of time to put the customer on hold?
Zero
Listening
To pay attention to someone or something in order to hear what is being said.
Ownership
The state or fact of owning something.
What is the highest error trend for scoring the question- Did you treat the caller with care, concern and respect?
Incorrect Hold Etiquette
Confidence
A feeling or belief that you can do something well or succeed at something.
Vocalization
The ability to change the meaning of the words you say by changing your vocal pitch intonation, volume, and tempo.
When should you use mute?
Cough/Sneeze
Background Noise
Connection
A situation in which two or more things have the same cause, origin, goal, etc.
Tone
Accent or pitch of the voice, especially when used to express an emotion or a change in meaning.
Where can you find call/hold utilization?
A.P.R.I.L.
Adaptability
The ability to change or be changed in order to fit or work better in a situation or for some purpose.
Rate
The speed, or pace, of speaking in words per minute.
What regulations/guidelines must you follow on any call?
HIPAA