call center english

What is the first step to take when a customer calls Davivienda Bank's call center?

• Start with a warm greeting

• Ask for the customer's account number

• Immediately solve the customer's issue

• Transfer the call to a supervisor

How should a call center agent acknowledge a customer's concern?

• Ignore the concern and proceed

• Acknowledge the concern and offer help

• Transfer the call to another agent

• Ask the customer to call back later

What should an agent say if a solution will take some time?

• 'I apologize for the inconvenience. We should have this resolved in a week.'

• 'Please hold while I transfer your call.'

• 'I cannot help you with this issue.'

• 'You need to visit the bank for this problem.'

What is important to do when providing solutions to customers?

• Be clear and concise

• Use technical jargon

• Avoid giving a direct answer

• Transfer the call to a manager

How should a call be closed at Davivienda Bank's call center?

• 'Thank you for calling Davivienda Bank. If you have any more questions, feel free to reach out. Have a great day!'

• 'Your call is now ended.'

• 'Please call again later.'

• 'I am ending this call now.'