Telephone Communication Skills for Call Center Agents


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question 1 of 3

Harry took a call from a very angry customer who had been working for hours to resolve a problem. After a few minutes, Harry noticed that he was becoming angry as well. What was happening to Harry?

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1. Su Lin often is able to resolve her call center engagements on the first try. Su Lin has a high rate of _____.

2. What is active listening?

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About This Quiz & Worksheet

See what you know about telephone communication skills for call center agents. Answer these multiple-choice questions on topics such as an example of a call center agent becoming angry after taking a call from an angry customer and the term for an agent's ability to resolve engagements on the first try.

Quiz & Worksheet Goals

See how much you know about these cell center communication skills:

  • Active listening
  • Transferring a call properly
  • Reason you should smile when speaking on the phone

Skills Practiced

  • Information recall - access the knowledge you've gained regarding a term for taking on the emotions of another
  • Knowledge application - use your knowledge to answer questions about the ability of an agent to resolve their engagements on the first attempt and the proper handling of call transfers
  • Defining key concepts - make sure you can accurately define active listening

Additional Learning

For more on call center skills, you can review the lesson named Telephone Communication Skills for Call Center Agents. These topics are highlighted:

  • Four components of engagement with a customer
  • Example of a friendly greeting
  • Strategies for gathering information about a customer
  • Coming to a resolution and concluding the call