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distributes the call as appropriate. An important role of the ACD is to
produce management information tracking both calls and agent
performance.

Automated greeting: The capability of an ACD or add-on system to
allow an agent to record a greeting that automatically plays when each
call is answered.

Blended call center: an operation that handles more than one type of
communications. These different types of contacts may be a mixture
of inbound and outbound calls, or may be a mix of telephone calls,
emails, and contacts via other channels of communications.

Blocked call: A call that cannot be completed because of a busy
condition.

Busy Hour: The two consecutive half-hour periods of a day in which
the largest number of calls/contacts are offered.

Using the following suggested checklist of skills and language
vocabulary make up a dialogue about cross-cultural
communication on the telephone.

LANGUAGE CHECKLIST SKILLS CHECKLIST
Introducing yourself Reading – background
Good morning, Aristo. information
Hello, this is …. from ….. . Desk preparation
Hello, my name’s …. calling from …. . Have the following
available:
Saying who you want  relevant documentation/
I’d like to speak to …., please. notes
Could I have the ….. Department,  correspondence
please? received
Is …. there, please?  computer files on screen
 pen and paper
Saying someone is not available  diary

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