Call Center Dominio del vocabulario y estrategias eficaces de preparación de llamadas

Vocabulary 1: Meaning

First Part

1. Calling:
   The act of making a phone call or initiating contact with a customer or client.
2. Company:
   Refers to the organization or business for which the call center operates, providing products or services to customers.
3. Assist:
   To help or support someone in addressing their needs or concerns during a call.
4. Morning/Afternoon/Evening:
   Greetings used to acknowledge the time of day when initiating a call.
5. Help:
   Offering aid, guidance, or support to the customer in resolving their issue or answering their questions.
6. Apologize:
   Expressing regret or saying sorry to the customer for any inconvenience or problem they have experienced.
7. Inconvenience:
   Refers to the trouble or disturbance caused to the customer due to an issue or error.
8. Provide:
   Offering or furnishing necessary information, details, or assistance to the customer during the call.
9. Account:
   The customer’s personal or business account that holds relevant information and records of transactions or interactions.
10. Look into:
    To investigate or examine a particular matter or issue to find a solution or provide an appropriate response.

Second Part

1. Place on hold:
   Temporarily pausing the conversation or keeping the customer waiting while gathering information or performing tasks.
2. Check:
   Verifying or examining details, data, or information for accuracy or confirmation during the call.
3. Information:
   Facts, details, or knowledge that is shared or requested during the call.
4. Frustration:
   The feeling of annoyance or dissatisfaction experienced by the customer due to an unresolved issue or unsatisfactory service.
5. Resolve:
   To find a solution or answer to the customer’s problem or concern, addressing it effectively.
6. Issue:
   A problem, challenge, or matter that the customer needs assistance with, which requires resolution.
7. Patience:
   The ability to remain calm, understanding, and tolerant while dealing with customer concerns or challenges.
8. Transfer:
   Moving the customer’s call to another department or specialized representative to provide more specific assistance.
9. Expertise:
   In-depth knowledge, skills, or proficiency in a particular area that allows the representative to offer accurate and helpful solutions.
10. Volumes:
    Refers to the quantity or number of calls or customer inquiries handled by the call center within a given period.

Third Part

1. Feedback:
   Information or opinions provided by the customer or supervisor to evaluate performance, service quality, or areas for improvement.
2. Verify:
   To confirm or validate information provided by the customer to ensure accuracy and security.
3. Security:
   The measures and protocols in place to protect customer information and maintain confidentiality.
4. Delay:
   A period of time during which the customer’s request or issue is not promptly addressed or resolved.
5. Escalate:
   To elevate or raise a customer’s concern or issue to a higher level of authority or management for further assistance.
6. Urgency:
   The importance or time-sensitivity attached to a customer’s request or issue, requiring immediate attention.
7. Investigate:
   To explore, examine, or delve deeper into a customer’s concern or problem to gather more information or find a solution.
8. Access:
   The ability to retrieve or obtain relevant information, systems, or resources required to assist the customer effectively.
9. Confusion:
   The state of being unclear or uncertain, often experienced by the customer when instructions or information is not easily understood.
10. Process:
    The series of steps or actions followed to handle a customer’s request, inquiry, or issue.

Fourth Part

1. Request:
   A customer’s formal or informal demand or plea for specific assistance or information.
2. Repeat:
   To restate or recapitulate information or instructions for clarification or confirmation during the call.
3. Understand:
   To comprehend or grasp the customer’s needs, concerns, or instructions accurately.
4. Clarify:
   To seek further explanation or provide additional information in order to ensure mutual understanding between the representative and the customer.
5. Proceed:
   To continue or move forward with the necessary actions or steps to address the customer’s request or resolve the issue.
6. Bear with:
   To politely request the customer’s patience or understanding while the representative works on resolving their concern.
7. Review:
   To carefully examine or assess the details, records, or information related to the customer’s issue or request.
8. Inquire:
   To seek / look for or request information, clarification, or details about a particular matter or topic.
9. Together:
   Indicates a collaborative approach, suggesting that the representative and the customer will work jointly to find a solution or resolve the issue.
10. Solution:
    A resolution or answer that addresses the customer’s problem or satisfies their needs effectively.

Fifth Part

1. Improve:
   To enhance or make better the quality of service or the customer’s experience through ongoing learning and feedback.
2. Services:
   The range of products, assistance, or support offered by the company to its customers.
3. Details:
   Specific and relevant information or facts that are necessary for understanding or addressing the customer’s concern.
4. Working:
   Refers to the status of a system, process, or functionality, indicating its operational state.
5. Resolve:
   To find a solution or answer to the customer’s problem or concern, addressing it effectively.
6. Assistance:
   Support, help, or aid provided to the customer during the call to address their needs or resolve their issue.
7. Troubleshoot:
   The process of identifying and resolving problems or difficulties that the customer is experiencing.
8. Clarification:
   The act of seeking or providing additional explanation or information to eliminate any confusion or misunderstanding.
9. Escalation:
   The act of transferring a customer’s issue to a higher level of authority or management for further attention or resolution.
10. Resolution:
    The final outcome or solution that successfully resolves the customer’s issue or concern.

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