Across
- 3. To achieve this score you must provide accurate and thorough information highlighting key benefits and features of the solution.
- 5. This must be completed upon returning from hold once the client was waiting for more than 30 seconds.
- 7. An explanation of what will happen in the future. This helps to set clear expectations.
- 8. A related issue that was not explicitly outlined by your client but related to their query.
- 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. Helps to set specific expectations which is very useful when scheduling follow-ups.
- 2. A ____ transfer occurs when a client is fully aware of their call being transferred, to whom and why this is being done.
- 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?
- 6. This approved break should not exceed two minutes.
- 9. Where no time is set, a client should not be left waiting for more than _____ seconds.