Why is it important to dial the correct number?

How long should someone be kept on hold?

A phrase often used in a contact center environment in reference to call efficiency, is "leading a customer". Which of the following do you feel best describes this term?

When you receive a cold call for your boss you should:

If at the end of a call, there is a way to classify, or disposition, the type of call you received, why is it important to accurately do so?

Besides having a paper and pencil ready, why would you ask the caller for their phone number?

Which of the following is not an active listening word that will let the party know that you are attentive to their phone call?

You have to call up senior executives of your company in different countries to inform them of the proposed date of an international sales conference. What is the best time to call them up?

Which of the following should be considered while leaving a voice mail message?

What is 'cell phone tag'?

You have been given charge of handling all the incoming calls in your office, but the calls are coming in too fast. What should you do?