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2 Call Types that Take Place in a Contact Center
Call Center Essentials

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Module 1 | Call Center Essentials | |
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Unit 1 | Call Center Essentials Pretest | |
Unit 2 | Call Center and Contact Center Differences | |
Unit 3 | 2 Call Types that Take Place in a Contact Center | |
Unit 4 | 3 Elements of an Inbound Call Center Call | |
Unit 5 | Contact Center Team Functions | |
Unit 6 | 5 Great Customer Service Words & Phrases | |
Unit 7 | 3 Tips on How to Handle an Angry Client | |
Unit 8 | 3 Outcomes that should Guide All Customer Service Engagements | |
Unit 9 | Call Center Essentials Posttest |
Survey Questions
Contact centers have two main types of calls or interactions that take place in them:
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Inbound calls: which are calls that come in to the center by clients that have a problem or want to ask a question. These calls should be serviced as quickly and effectively as possible. Since they are originated by the client, they can provide a great opportunity to delight them with exceptional service.
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Outbound calls: which are calls that are originated by the contact center staff either for sales, collections of money owed, customer service surveys or as a followup to an inbound call request. Doing outbound calls can be very tricky since the call can take place at a random time that might not be convenient to the client.