Handling Abusive Callers in a Call Center


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What is the difference between an angry caller and an abusive one?

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1. Verbal abuse from abusive callers could include all of these EXCEPT which?

2. What should a call center representative do if an abusive caller does not stop yelling or using profanity?

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About This Quiz & Worksheet

The purpose of the quiz and worksheet is to gauge your comprehension of handling abusive callers in a call center. To do well on the quiz, you need to know about the difference between an angry caller and an abusive one and understand signs of verbal abuse from abusive callers.

Quiz & Worksheet Goals

Take the interactive quiz to assess your knowledge of:

  • How to handle an abusive caller that doesn't stop yelling
  • The purpose of analyzing recordings of abusive callers
  • Next step for a call center agent after talking to an abusive caller
  • Difference between an angry caller and an abusive caller

Skills Practiced

  • Distinguishing differences - compare and contrast main topics, such as abusive callers and angry callers
  • Information recall - access the knowledge you have gained about signs of verbal abuse from abusive callers
  • Reading comprehension - ensure that you draw the most important details from the lesson on call center negative encounters

Additional Learning

There is more material to study if you work through the lesson called Handling Abusive Callers in a Call Center. This lesson allows you to:

  • Review attributes of an abusive caller
  • Explain the phrase 'seeing red'
  • Identify ways call center agents can learn from abusive callers