Call center managers use __________ which is a set of measurements to quantify performance and results.

There are _______types of call center performance metrics

____________________________refers to calls per hour, average call time, time between calls, etc.

It refers to content, style, adherence to policies etc.

_____________ metrics in a call center measure how effective agents are in using their time and how efficient they are in maintaining the balance of the various aspects of their jobs.

ACD stands for _________________________

The one incharge of the quality monitoring program keeps track of the metrics generated is ______

This attempt to determine customer satisfaction with the support received by phone.

These are those elements that should be included in every call, by every representative

This includes elements such as building rapport with customers and using proactive, and service-oriented language.

CSAT stands for

CSAT is expressed as a percentage between 0 and 100.

Keeping the escalation rate ________ helps boost customer confidence in our products, service, and company, and supports overall customer satisfaction.

helps organizations track the efficiency with which their representatives are able to resolve customer issues.

__________________ helps organizations track the average amount of time spent in resolving customer issues.

 TTR is typically measured in____________ depending on the nature of the product or system being supported and is measured from the time a support is requested.

A call center representative may perform tasks specific to a business or industry or may provide more generic functions.

It allows discussion of a problem related to a product orservice provided by the organization.

______________________ organizations that deal with a membership base or process forms, orders, or applications generally allow several ways for customers to accomplish these functions.

__________________________pre-screening possible customers or setting up sales calls for sales representatives.

This is an assistance that makes use of toll-free telephone service designed to assist callers on matters that may include the physical, mental, emotional or spiritual wellbeing.

This is formerly known as “information”.

 Many corporations provide services over the telephone, such as technical support, customer service, and direct sales.

_______________________help desks are heavy users of knowledge management systems.

 Travel advisory needs can be attributed to ________________bookings.

Many call centers handle both queries and transactions.

_____________________ messages should only be presented when confirming critical entries such as making a payment, transferring funds, or updating account information.

 During emergencies, having a redundant solution ensures the IVR channel is always available to serve your customers.

 Having a secure solution that helps safeguard customerdata is a requirement for all.

 The use of permanent messages is only effective whenthe information is presented in an urgent and timely manner.

____________________________is your own version of what the customer told you.

______________________is taking the main idea from a source. It often focuses on several paragraphs or an entire article. This needs parenthetical documentation or intext citation of source

____________________________lets you address the customer’s practical needs immediately.

________________________is generally provided on a color-coded computer screen and allows “corner of the eye” management.

ASA stands for

_____________________customer situations and issues will arise, and call center agents are usually the first people in the enterprise to learn about problems.

Use ____________words that include both sexes.

These are examples of sensitive issues except for _______________________.

Agents should exhibit good telephone  ____________on a call, but different people may have different definitions about what constitutes good telephone manners.

The first thing to do when you receive a call is to

“Thank you for calling Great Service Company.” is a __________________________

When you________a call, you must exert an effort in having the customer believe that you are transferring him/her because this would help resolve the concern, not because he or she is being “passed around.

There are ________types of call transfer

Transferring without introducing the customer to the department who will take the next call.

Taking notes during a call is not necessary.

When a complaint arises, there are two factors to be considered the customer and the ________.

Preserving the relationship with customers is always NOT  the main concern in handling complaints.

"Okay, I really understand and agree with you that this is very unbelievably /frustrating /annoying /stressful /upsetting/ enraging to you, but for me to help you I must work within our process. This is a way of ______________________________.

Customer service representative should know how to provide solutions to customers and have the authority to handle complaints in a friendly and professional manner. This is all about ______

Arrange the proper Procedure of Referring Concern to Superior.

A.  If the customer demands to talk with the manager, follow.

B. Call the manager or supervisor.

C. If there is no one to help, be honest with the customer.