Why is it important for you to manage calls?
Managing calls improves Support Centre credibility.
Managing calls increases the cost per call.
Managing calls minimises use of technical terminology.
Managing calls increases utilisation of the knowledge base.
What is the best reason for using paraphrasing?
Use paraphrasing to repeat the customer words back to them.
Using paraphrasing gives the customer a chance to tell you if you have understood them.
Using paraphrasing increases the customer knowledge of technical terminology.
Use paraphrasing to tell the customer what they should have done.
What is the best description of process management?
Process management is red tape that prevents creativity.
Process management is a set of rules that can never be bent or broken.
Process management is accomplishing tasks that we can test, report, and improve upon.
Process management is a formal concept that we work with.
What is the best description of an incident?
An incident is a call routed by the ACD.
An incident is an event that causes an interruption to normal service.
An incident is any call from a customer.
An incident is a management statistic.
