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  • Clarity and Rate of Speech

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    Juan Antonio Ruiz Cruz
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    This document discusses best practices for phone calls, including maintaining a clear rate of speech throughout the call, the maximum time a user can be muted, whether collecting identification information during call opening is necessary, what resolution notes should contain, and whether attaching and troubleshooting according to relevant knowledge bases is important.

    Original Description:

    Handbook of Quality POL - Very useful

    Original Title

    Quality POL

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    This document discusses best practices for phone calls, including maintaining a clear rate of speech throughout the call, the maximum time a user can be muted, whether collecting identification information during call opening is necessary, what resolution notes should contain, and whether attaching and troubleshooting according to relevant knowledge bases is important.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    10 views1 page

    Clarity and Rate of Speech

    Uploaded by

    Juan Antonio Ruiz Cruz
    This document discusses best practices for phone calls, including maintaining a clear rate of speech throughout the call, the maximum time a user can be muted, whether collecting identification information during call opening is necessary, what resolution notes should contain, and whether attaching and troubleshooting according to relevant knowledge bases is important.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 1

    POL

    Maintaining the same rate of speech throughout the call along with a clear
    communication is termed as?
    Clarity and Rate of Speech
    Voice and Accent
    Professionalism
    All of the above
    What is the maximum time the user can be placed on Mute ?
    15 Sec
    30 Sec
    1 minute
    10 Sec
    1. Is collecting GPN no / Staff id during call opening is necessary?
    True
    False
    2. Resolution notes must contain
    Brief, accurate note on final resolution step(s)
    All troubleshooting steps performed
    None
    Both a and b
    3. Attaching and troubleshooting as per the relevant KB is a CTQ?
    True
    False

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