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Call Center Actions

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  • Which action means “to stop talking but stay in the call”?
    Mute
  • “Please ___ while I check your account.”
    Hold
  • Identify the Mistake. “Please mute for a moment.”
    “Please hold for a moment.”
  • “I will ___ you after lunch.”
    Call/Return
  • Identify the Mistake “I escalated the phone.”
    “I escalated the problem.”
  • Which word means to check information twice?
    Verify
  • “The call was ___ accidentally.”
    Disconnected/Released
  • What word means to pass a problem to a supervisor?
    Escalate
  • What is the action when you connect a customer to another agent?
    Transfer/Direct
  • “Can you ___ your address for security?”
    Confirm/Verify
  • Identify the Mistake. “I will repeat you to my manager.”
    “I will transfer you to my manager.”
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