Chapter 11

Automatic call distribution

Allows calls to be routed to the next available service provider.

"Call me" web browser

Allows customers linked with a company's internet site to be referred to a call center representative who then calls the customer to respond to the customer request.

Automatic number identification

Allows the call recipient to identify the incoming number and caller. Additional background or historical information may be displayed on the recipients computer screen to enable him or her to better serve the customer

False

Automatic call distribution allows calls to be automatically routed to voicemail

Outbound calls

Calls that originate from the call center to the customer and are usually intended to sell products or services, conduct market research, or respond to customer inquiries.

Inbound calls

Calls that originate with the customer and may include catalog ordering, billing questions, technical support, product use, or other information.

True

Customer loyalty will be one of the defining areas of success or failure for service providers.

False

Customers are happy to take time away from their jobs during the week to have a lawn mower question answered

False

Customers are not really interested in using new technologies in their customer interactions

False

Customers trust the companies they do business with over the internet and are therefore not concerned about fraud

Social media

Electronic communication used by consumers to share ideas, information, opinions, and personal messages.

False

Inbound calls originate with the customer service provider

False

Internet technology is the same as wireless internet

Online bill paying

Offers customers the opportunity to receive and pay bills online

False

Online bill paying is a big hassle that customers do not really want anyway

Webinars

Online collaboration or training

True

Praising employees' use of new technology will help them to gain confidence

Teleselling

Selling products, services, or information via the telephone.

False

The location of call centres in foreign countries has always worked well in providing customers the best possible service