LO1: Demonstrate an ability to answer or make calls

______ refer to the people who are current or potential buyers,

subscribers, account owners or patrons of the industry who enters into

transaction with you through information technology (IT) assisted devices like

computers, telephones and mobile phones.

_____ refer to companies you will represent.

_____ are job titles of personnel who assist customers in activities which are described in this module.

BPO stands for?

This intends to measure a customer's satisfaction with the received service.

This helps organizations track the average amount of time spent in resolving customer issues.

• Average Handling Time

• Hold Time

• After Call Work

• Resolution Time

This measures the efficiency and effectiveness of conversations between customer service representatives and customers.

• Call Quality

• AHT

• CSAT

• FCR