1.
_____ time is the amount of time a caller is waiting without interaction interaction from the CSR.
2.
_____ time is the total time a CSR spends on a call, including hold time.
3.
Types of questions used to gather specific information from the caller.
4.
Being able to utilize available tools and information effectively.
5.
Limited help sought from colleagues or other resources.
6.
Keep hold times ___, or short, to prioritize caller requests.
7.
_____ calls are calls in which a caller disconnects due to long hold times.
8.
Unnecessary conversation that prolongs call times.
9.
_____ is a caller's likely feeling when faced with long hold times.
