Title BE27_Call Center Success.pptx ✅

BE 27: CALL CENTRE SUCCESS ENGLISH FOR CUSTOMER CARE Talks English
WARM UP Talks English A survey was carried out recently on call centers for various industries in the UK. Select the correct answers in these survey results. Were there any surprises checking the answer? How could call centers change the way customers rate them? 12%, 24%, 42% of calls were rated unsatisfactory. Agents were rude in 11%, 21%, 31% of calls. 9%, 16%, 25% of calls were answered after more than 30 rings. In 7%, 10%, 14% of calls, agents didn’t have enough knowledge to handle the call. In 32%, 46%, 62% of calls, agents didn’t spend enough time understanding the caller’s actual needs.
Overview Talks English Vocabulary related to taking an order. Listen to taking an order & troubleshooting phone calls. Useful expressions for making a good impression. Role-play: call center.
I - VOCABULARY Talks English VOCABULARY DESCRIPTION EXAMPLE catalogue a complete list of items, things that people can look at or buy Please take a look at our online catalogue. dispatch to send somebody/something somewhere, especially for a special purpose Goods are dispatched within 24 hours of your order reaching us. invoice bill to send/issue/settle an invoice for the goods overnight during or for the night We stayed overnight in London after the theatre. payment the act of paying somebody/something or of being paid What method of payment do you prefer? place make a request for something to happen to place an order/a bet quote a statement of how much money a particular piece of work will cost Their quote for the job was way too high. A rush order a request from a customer for goods to be supplied very quickly We placed a rush order for the leaflets, and they arrived the next day.