Across
- 1. Number that is obtained & repeated for accuracy
- 2. Case management tool to document calls
- 6. Explains what, when, where, how, & who
- 7. Length of the first initial hold time
- 8. The amount of times you say the caller's name
- 9. Summarizing is part of these skills
Down
- 1. Offered when someone passes
- 3. This knowledge based tool is used to find answers
- 4. Fail for not advising of recorded line on outbounds
- 5. Fail that requires escalation & urgent support