Words to Know-Part 1

A __________ is the reason the customer is reaching out and what needs to be solved.

A “warm transfer” means we blindly transfer the customer without explaining anything to the next agent.

You’re wrapping up a call, and the customer says, ‘Thanks, that was easy!’ What does this reflect?

I check how well agents follow the process and handle calls. What am I?

I am someone who listens carefully, solves problems, and speaks on behalf of the customer. Who am I?

A “warm transfer” means the customer is transferred without context.

Which abbreviation refers to how satisfied a customer is after an interaction?

Which word best describes this? “You step into the customer’s shoes and respond with care.”

I am a key metric that shows if we solved the customer’s issue the first time. What am I?

"FCR" is short for:

When an issue is sent to someone with higher authority, it’s called a: