Across
- 2. A code used after a call
- 5. When a customer expresses dissatisfaction about a product or service
- 6. Sending a call to a different department
- 9. Passing an issue to a supervisor
- 11. A system used to record customer information, interactions and notes
- 12. When a customer requests to be called back
Down
- 1. system containing information CSRs use to help customers
- 2. Average time it takes to handle a call
- 3. A guide
- 4. A way to measure CSR performance
- 7. Showing understanding for how the customer feels
- 8. Pausing a call
- 10. How well a CSR follows scheduled work times