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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