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CSO unit 2 match the pair

Author: BAEY SeeHion
Description:
Keywords: CSO, , , , , , online teaching

Content:
Definitions:
0. A way to improve call centre climate is
1. Impact on call centre climate with good procedures and systems.
2. Outcome of STORMING Phrase.
3. Less turnover
4. CALL ESCALATIONS
5. Outcome of FORMING Phrase.
6. Positive feeling
7. Positive team behaviours will create
8. Impact on call centre climate with management %26 Supervisor style.
9. Outcome of PERFORMING Phrase.
10. Promptness
11. BENEFITS OF TEAMWORK FOR THE CALL CENTRE
12. Outcome of NORMING Phrase.
13. Type of difficult customers
14. BENEFITS OF TEAMWORK FOR THE AGENT
15. Politeness

Answers:
0. Agents to be overworked or given goals that are hard to reach.
1. Don’t build up expectations that can’t be fulfilled.
2. Concentrate on the customers’ needs and deliver.
3. Thank, apologize, take permission. do all the nice things as the others.
4. Give customer good reason to get into a positive %26 friendly frame of mind.
5. Teams begin to establish roles and procedures and methods of resolving conflict.
6. more trust, able to share information and positive, can-do attitude.
7. Help, supervisor please help.
8. Spread and encourage rumours, be a minimalist.
9. Adolescent phase, the group looks at the differences and creates conflict.
10. Team members work cohesively and interdependently to achieve goal.
11. Agents should be able to pick up call fast. No customers like to wait.
12. It may cause a stressful work environment for staff.
13. It may also reduce the human touch if overly rely on it.
14. More opportunities to learn
15. Productive will increase.
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