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ANSWERING SERVICES

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ANSWERING SERVICES

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  1. ENGLISH FOR CALL CENTER

  2. OBJECTIVE: • By the end of the class SWBAT talk about answering services, through different exercises showing respect towards partner participation.

  3. VOCABULARY: • COLD TRANSFER • WARM TRANFER • ON HOLD • EXTENSION • INTRODUCE • CONFERENCE • GRACE PERIOD • LATE FEE • BALANCE • APO • TRANSACTIONS • COMPLAINTS • SALES • OUTBOUND • BILLING • ADVICE • TECH SUPPORT • CALL

  4. MANY SMALL BUSINESSES DON´T HAVE ENOUGH RECEPTIONISTS TO HANDLE INCREASING WORKLOADS. • WE CAN HELP! OUR SERVICE PROVIDES A LIVE RESPONSE FOR EVERY CUSTOMER. EVERYONE WHO CALLS YOUR NUMBER GETS A REAL PERSON. WE ALSO HANDLE CALL OVERFLOW AND AFTER-HOUR CALLS. WE CAN TAKE MESSAGES OR REDIRECT CALLS TO EMPLOYEE OFFICES. WE ALSO SCREEN CALLS AND DISPATCH THEM TO OTHER OFFICE WHEN APPROPRIATE . ALL OF OURS RECEPTIONIST WORK LONG-TERM ASSIGNMENT. THAT MEANS THEY GET TO KNOW YOUR BUSINESS AND YOUR CUSTOMER. MAKE AN APPOINTMENT WITH ONE OF OURS REPRESENTATIVES TODAY FOR DETAILS AND RATES.

  5. 1. WHAT IS THE MAIN IDEA OF THE ADVERTISEMENT? • THE BENEFITS OF A PARTICULAR ANSWERING SERVICE OVER ITS COMPETITORS • THE SERVICES OFFER BY AN ANSWERING SERVICE • THE DIFFERENT TYPES OF SPECIALIST WHO WORKS FOR AN ANSWERING SERVICE • THE PRICE FOR DIFFERENT ANSWERING SERVICE PRODUCTS

  6. 2. WHICH OF THE FOLLOWING IS NOT OFFERED IN THE ADVERTISEMENT? • A LIVE RESPONSE FOR EVERY CUSTOMER • HANDLING OF OVERFLOW CALLS • AFTER-HOURS CALL ANSWERINGS • TEMPORARY RECEPTIONIST

  7. 3. HOW CAN A COMPANY GET ANSWERING SERVICE RATE? • BY MAKING AN APPOINTMENT WITH A REPRESENTATIVE • BY CONTACTING A DISPATCH SERVICE • BY LOOKING ON A WEBSITE • BY CALLING THE RECEPTIONIST

  8. PUT IN THE BLANKS THE CORRECT WORDS • A(n)_____ is a person who takes phone calls and greets customers. • _____ provides a human greeting for customers that call a company • Customer who do not wish to wait should make a(n) ________ • A(n)_______ can be hired to help businesses manage the calls they receive. • If a call is placed to the wrong department, a representative can________it • A representative can _________ calls before routing them to the right departments.

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