Soft Skills Competition - March 2026

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Across
  1. 3. To achieve this score you must provide accurate and thorough information highlighting key benefits and features of the solution.
  2. 5. This must be completed upon returning from hold once the client was waiting for more than 30 seconds.
  3. 7. An explanation of what will happen in the future. This helps to set clear expectations.
  4. 8. A related issue that was not explicitly outlined by your client but related to their query.
  5. 10. This score is assigned to a call when a CCO did not provide accurate and/or thorough information nor highlighted key benefits and features of solution to solve the client's stated and unstated needs.
Down
  1. 1. Helps to set specific expectations which is very useful when scheduling follow-ups.
  2. 2. A ____ transfer occurs when a client is fully aware of their call being transferred, to whom and why this is being done.
  3. 4. A client has called in three times for an update on an escalated matter, what could the first CCO schedule to reduce the number of times the client had to call?
  4. 6. This approved break should not exceed two minutes.
  5. 9. Where no time is set, a client should not be left waiting for more than _____ seconds.