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3 Elements of an Inbound Call Center Call


Call Center Essentials

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Unit Summary

The 3 elements of an inbound call center call:
  • Opening the call
  • The call body
  • Closing the call

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Call centers provide organizations with an effective and convenient way solve customer problems or address their needs. The basis of any call center operation is the calls that take place between the agent who answers the call and the customer or caller on the other line.
There are 3 elements to any inbound call center call that agents would need to be trained on:
  • Opening the call: When a call arrives and the agent picks it up, they will greet the client and introduce themselves.
  • The call body: The focus in the main part of the call is to listen well, understand the customer issue and address it appropriately.
  • Closing the call: Before closing the call with the client, a thank you farewell message is provided. Then, the agent would need to wrap up the call and add any notes to the customer system.