Developing Inbound & Outbound Telephone Skills


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question 1 of 3

What is the best way management can determine whether call center representatives are utilizing proper phone etiquette techniques?

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1. Being understanding and relating to one's situation is called _____.

2. The act of pronouncing words and expressing them clearly is called _____.

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About This Quiz & Worksheet

Our short quiz and worksheet contains multiple-choice questions about outbound and inbound telephone skills. Here you'll be asked about what it's called when someone is understanding and relates to another person's problem and how call center representatives can learn proper phone techniques.

Quiz & Worksheet Goals

Use this quiz to see how well you understand:

  • The best way management can determine whether reps are using proper phone techniques
  • What it means to be understanding and able to relate to another's situation
  • What it's called to pronounce and express words clearly
  • A way that reps can learn phone etiquette techniques
  • Which technique to use to learn more about the needs of the customer

Skills Practiced

  • Reading comprehension - ensure that you draw the most important information from the related lesson on inbound and outbound telephone skills, such as how reps can gain these skills
  • Information recall - access the knowledge you've gained regarding what it means to express words and pronounce them clearly
  • Interpreting information - verify that you can read information regarding the technique used to learn more about the needs of the customer and interpret it correctly

Additional Learning

If you'd like to learn more about this subject, check out our lesson called Developing Inbound & Outbound Telephone Skills. After completing this lesson, you should be able to do the following:

  • Provide an example of empathy
  • Explain what is important to do when expressing empathy and being personable
  • Outline the importance of written guidelines in a quality assurance program
Final Exam
Call Center Customer Service - Improving Customer Satisfaction
This course currently has no final exam ready
Chapter Exam