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Call structure flow chart
3
Transcript
Acknowledge
Call Structure Flow Chart
Listen Actively
(2)
(1)
Energetic Greeting
(3)
(4)
At 3.00 Mins.
Probing and effective questioning
Paraphrasing
Log/Verify Caller's details
Give the case ID
At 12.00 Mins
Hold Protocol
Involve customer in your search to avoid dead air
(8)
(7)
(6)
(5)
Precise & Accurate
At 6.00 Mins.
Research available resources
Summarize & Confirm Resolution
/
Agree on escalation
Decent Closure
Survey Offering
Offer Solution
Guide through troubleshooting steps
Patient
at 10.00 Mins.
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