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The line of customers waiting to be assisted by an agent.
Queue
The music or recorded message played to customers while on hold
Hold Music
The scheduled period of time during which an agent works.
Shift
The person handling the customer call
Agent
The person calling for assistance or inquiry
Customer
A predefined set of words and responses that agents follow during calls
Script:
To send the call to another department or agent for assistance
Transfer
Ongoing education for agents to improve their skills
Training
A challenge for you. say three skills or values that a call center agent should have.
What do you think, professor, is this answer correct or not?
A challenge for you. Say one phrase to open a call and another to close a call in a call center.
What do you think, professor, is this answer correct or not?
