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Call Processing Basics for Everyone
Natalie (Tally) Wade (author)
Alice Macpherson (author)
The Call Processing Basics for Everyone text outlines the knowledge and skill needed by call takers in call centres, and provides practical strategies for call processing in many different environments. This short guide describes the characteristics of an effective call taker, communication model, active listening skills, and teamwork required in a call centre. Elements of a report and accurate recording of information are also included in the materials.
Business and Corporate Communications
Interpersonal and Small Group Communication
Wade, N. & Macpherson, A. (2016) Call Processing Basics for Everyone. Surrey, B.C.: Kwantlen Polytechnic University