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direction of the call to a specific resource or agent group. The statistic
is calculated by the ACD system may not vary among vendor products.

Facsimile (FAX): Technology that scans a document, encodes it,
transmits it over a telecommunications circuit, and reproduces it in
original form at the receiving end.

Incoming call center management: The art of having the right
number of skilled people and supporting resources in place at the right
times to handle an accurately forecasted workload, at service level and
with quality.

Using the following suggested checklist of skills and language
vocabulary make up a dialogue about taking and leaving
messages.

LANGUAGE CHECKLIST SKILLS CHECKLIST
Stating reason for a call Voice
I’m calling to ….. .  speed
I’d like to ….. .  clarity
I need some information about …  volume

Setting up appointments Structure
Could we meet some time next  background information
month?  key information
When would be a good time?  repetition, emphasis and
Would Thursday at 5 o’clock be confirmation
good for you?  possible confirmation by fax
st
What about July 21 ?
That would be fine. Style
No, sorry, I can’t make it then.  formal/ informal
Sorry, I’m too busy next week.  cold call/ new contact/
established contact
Changing appointments  in-company vs. customer
We have an appointment for next supplier
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