Building Rapport in BPO

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Play about building rapport in BPO

Créé par

Natalia Duncan

Colombia

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Building Rapport in BPO


AsterQuiz Building Rapport in BPOVersion en ligne Play about building rapport in BPO par Natalia Duncan 1 A furious caller says, "Your system always breaks and steals my money!" What is the best active listening response? a I hear how frustrating this charge is—let’s look at your account right now b Our system doesn't steal money, sir. c I apologize for the inconvenience 2 Why is overusing a customer’s name bad for rapport with American callers? a It violates federal privacy laws. b It sounds forced, aggressive, or insincere. c Americans prefer strict anonymity. 3 What happens when an agent says, "That’s Tier 2’s job, so I can’t help you"? a It demonstrates strict operational compliance. b It speeds up First Contact Resolution (FCR). c It destroys trust by shifting blame to internal silos. 4 When should you use small talk with an American customer? a Never; Americans dislike casual conversation. b Naturally while systems load, then pivot back to work. c At the start of every call for at least two minutes. 5 What is the danger of saying "To be honest with you..." on a call? a It implies you were lying before that moment. b It sounds too technical. c It uses informal slang. 6 Why are casual phrases like "No worries!" risky with an angry corporate client? a They are grammatically incorrect. b They sound dismissive of a serious problem. c They violate company scripts. 7 What is the main difference between sympathy and empathy in customer service? a Sympathy fixes technical issues; empathy fixes billing. b Sympathy feels distant; empathy connects with their experience. c There is no functional difference in a BPO environment. 8 What does customer effort reduction mean in rapport building? a Asking them Anticipating next steps so the customer does less work. b Explaining internal rules so they understand your job. c Asking them to repeat details to guarantee accuracy. 9 What is the standard for long holds to keep customer trust? a Stay silent until you find the exact answer. b Check back every 1–2 minutes with a progress update. c Transfer to a manager if hold exceeds 90 seconds. 10 Why does high rapport lower operational costs for a BPO client? a It cuts repeat calls, reduces escalations, and boosts retention. b It lowers computer hardware costs. c It allows agents to skip Quality Assurance steps. 11 How does a smile transfer over a phone line? a It doesn't; callers can only hear words. b It increases line speed. c It changes vocal tone, pitch, and perceived warmth.

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Building Rapport in BPO

AsterQuiz

À propos de cette activité

Créé par

Téléchargez la version pour jouer sur papier

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Building Rapport in BPOVersion en ligne

par Natalia Duncan

A furious caller says, "Your system always breaks and steals my money!" What is the best active listening response?

Why is overusing a customer’s name bad for rapport with American callers?

What happens when an agent says, "That’s Tier 2’s job, so I can’t help you"?

When should you use small talk with an American customer?

What is the danger of saying "To be honest with you..." on a call?

Why are casual phrases like "No worries!" risky with an angry corporate client?

What is the main difference between sympathy and empathy in customer service?

What does customer effort reduction mean in rapport building?

What is the standard for long holds to keep customer trust?

Why does high rapport lower operational costs for a BPO client?

How does a smile transfer over a phone line?