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CALL TYPES

Read the following information, and solve the exercises.

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CALL TYPES

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  1. ENGLISH FOR CALL CENTERS

  2. Objective: By the end of the lesson, students will be able to talk about call types, through different exercises showing respect towards partner participation.

  3. TOPIC: Call Types

  4. VOCABULARY • ACCOUNT MAINTENANCE • ADVICE • BILLING • CALL • COMPLAINT • CUSTOMER SERVICE • INBOUND • ORDER • OUTBOUND • SALES • TECH SUPPORT • TRANSACTION

  5. What is call type? Each call you make or receive in Freshdesk Contact Center is categorized based on call types. The Call Metrics section captures the call types and other critical call details to give you real-time visibility.

  6. How is call type useful? Understanding call types help you analyze your call center's performance and efficiency. For example, if you see many missed/abandoned calls in your account, you can quickly correct your call flow set up to avoid further missed calls. By doing this, you can ensure that your service level targets are always on track.

  7. Inbound Call An inbound call is a call that comes in from an outside source. Typically, a potential lead or a current customer that needs a support. Perhaps they have a question about a product or service you offer, maybe someone recommended they call your company to resolve a specific problem, or they may just want to know the status of their project. Whatever the case may be, an inbound call is powerful because the caller is actively getting into contact with your company.

  8. Inbound Call This is a direct call to an agent. Other calls treated as inbound calls include: • Calls that a supervisor retrieves from a queue • Calls that an agent receives due to a transfer from another agent.

  9. Outbound Call Outbound calls are classified as ‘cold calls’, as this is one of the most common reasons sales teams make outgoing calls. Cold calling occurs when an agent reaches out to a list of prospective customers who haven’t previously expressed interest in a company’s product or services. It gets its name because contacts are not expecting the call. They aren’t “warmed” up to the idea of receiving a call from a caller, or the business or company they represent. This type of calling is carried out to engage prospects in targeted conversations to generate interest in a product or service, close sales, or achieve other business goals. When done well, it is a cost-effective and efficient means for businesses to engage prospects one-on-one, and encourage them to move to the next stage in their buyer journey.

  10. Outbound Call This is made by an agent.

  11. Instructions: Read the sentence pairs. Choose which word or phrase best fits each blank. 1 daytime / graveyard A The _____________________ shift can be difficult at the beginning. B A _____________________ shift typically falls between 8 a.m. and 5 p.m. 2 full-time / part-time A Anita was able to work ____________________while she was in school. B Oscar worked ____________________ to support his family.

  12. Let´s recall...

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