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6. Recap Key Facts. Summarise and reflect back to check you have heard the key facts and content of the caller's conversation correctly. It also lets the caller know you have understood them. Statements such as "What I'm hearing is…" and "Sounds like you

A full list of typical call centre positions is provided below: Call Centre Agent Team Leader Call Centre Manager Customer Services Director Resource Planning Analyst Quality Analyst Head of the Call Centre Digital Contact Director Operations Manager Chie

Some of the Duties and Responsibilities will include: Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of your team to ensure better performance and succession planning. Working with

Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues. Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company init

The Customer Service Director is responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple