Call Center Solutions Customer Service Skills 2

Question 1

What is 'de-escalation' in a call center context?

Accepted Answer

Techniques used to calm an upset customer and reduce tension during a call

Answer

Transferring a call to reduce the volume in a queue

Answer

Lowering the priority of a caller in the queue

Answer

Ending a call politely when a customer is abusive

Question 2

What is meant by 'tone of voice' in call center training?

Accepted Answer

The emotional quality and delivery of speech that conveys attitude and intent

Answer

The volume level agents should speak at

Answer

The accent neutralization technique used by offshore agents

Answer

The speed at which agents should read scripts

Question 3

Which type of customer service goes beyond solving the immediate issue to anticipate future customer needs?

Accepted Answer

Proactive service

Answer

Reactive service

Answer

Self-service

Answer

Passive service

Question 4

What is the 'hold protocol' best practice in call centers?

Accepted Answer

Asking permission before placing a customer on hold and providing a time estimate

Answer

Never placing a customer on hold under any circumstances

Answer

Placing customers on hold automatically when the queue is full

Answer

Muting the line without notifying the customer

Question 5

What does 'CSAT' stand for and what does it measure?

Accepted Answer

Customer Satisfaction — measures how happy customers are after an interaction

Answer

Call Speed and Transfer — measures how fast calls are transferred

Answer

Customer Service Audit Tool — software for QA reviews

Answer

Call System Analytics Tool — a reporting dashboard

Question 6

What is 'call avoidance' behavior in agents and why is it problematic?

Accepted Answer

When agents use tactics to avoid taking calls, reducing productivity and service quality

Answer

Using IVR to deflect calls, which is a standard cost-saving strategy

Answer

Routing calls to offshore centers to reduce domestic costs

Answer

Blocking spam callers using call-screening technology