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