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Acknowledging Concern & Call Control  Messages in this topic - RSS


I work in a call center for the cellular industry as a performance coach (quality specialist) and currently am in the process of revamping our quality program. One of the line items that we will be incorporating is "call control." We have defined call control as using a statement or word that acknowledges the caller's concern or request (a statement/word that lets the caller know that they have been heard and that we can take care of their issue) and avoids and/or explains pauses in the conversation. What suggestions do you have as an acceptable acknowledgment of a caller's concern/request in your call center?

- Kathy Hartz
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