Call handling vocabulary

12345678910111213141516171819
Across
  1. 1. Managing a customer’s call from start to finish.
  2. 4. Time a caller waits on the line during a call.
  3. 5. Solving a customer’s problem on the first attempt.
  4. 9. Sending a call to another agent or department.
  5. 10. Message to verify details from a call.
  6. 12. The polite introduction at the start of a call.
  7. 13. Total money spent per call handled.
  8. 15. Code used to check shipment status.
  9. 16. Presenting a product or service to a customer.
  10. 19. Report of dissatisfaction or a problem.
Down
  1. 2. When a caller hangs up before reaching an agent.
  2. 3. The polite ending of a call.
  3. 6. Time employees are unavailable to take calls.
  4. 7. Type of call that comes from the customer to the company.
  5. 8. Tasks completed after a call ends.
  6. 11. How a speaker sounds to the listener.
  7. 14. Percentage of calls answered within a target time.
  8. 16. Type of call made by the company to the customer.
  9. 17. Contact made after a call to check or remind.
  10. 18. How quickly calls are answered.