Talk:Call control

Call control is also a common phrase used internally by Call Centre managers such as Team Leaders, Operations Managers, and Quality Assurance Analysts to indicate the degree to which the agent kept the conversation on track so that the issue was resolved or the sale was made efficiently, without wasting words and time. Agents who fail to set expectations, fail to speak or communicate clearly, express a lack of confidence in the information they provide, repeat their information, ask the same question multiple times, and engage the customer in conversations that do not help to resolve the issues at hand are lacking in Call Control. Agents are generally scored against a structured set of key call control behvaviors by an internal Quality Assurance team or their team manager.

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