Call Handling Procedures Quiz
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Questions and Answers

When disposing of the call as confirmed by the operator, the agent needs to?

  • Transfer the call to another department
  • End the call without further action
  • Thank the operator for confirming the call
  • Document the confirmation by the operator (correct)

    • What is the primary responsibility of the agent when the call is confirmed by the operator?

  • Ensure proper documentation of the confirmation (correct)
  • Seek approval from a supervisor
  • Transfer the call to a different operator
  • Initiate a follow-up call to the operator

    • What action should the agent take after the call is confirmed by the operator?

  • Transfer the call to a different department
  • Document the confirmation by the operator (correct)
  • Close the call without any further action
  • Request the operator to join the call

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