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대치브랜치
분당브랜치
작성자
Kevin son (kevinson)
등록일
2011.07.28
조회수
3606
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NOVICE LS UNIT 3 : (PAGE 37)
Unit 1-Story 3 (Call Centers): 1) A call center is a place where: a. Telephone communication is concentrated b. Where money is being exchanged c. Agents sit at a workstation and talk to each other with a telephone headset d. All of the above 2) Fill in the blanks in the following sentence: Call center agents sit at a workstation and receive ___________ calls and make __________ calls. 3) True or False. If false, change the sentence to make it true. T___ or F___ Inbound (outbound) calls from customers are usually made by call center staff to sell a product or promote a service. 4) Which of the following sentences are NOT true according to the story? a. The call center can occupy a single room or an entire building. b. Call center agents are linked to a corporate computer network. c. Call center agents are monitored by their supervisors for performance and efficiency d. Supervisors check such things as AT&T and wait around to speak with someone. 5) Name two (2) methods of increasing efficiency in a call center described in the passage: _______________________________________________________________________ _______________________________________________________________________
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