问题 问答题 简答题

简述呼叫中心呼叫的内容。

答案

参考答案:

从大的方面分为两类:

呼入内容----受理查询、登记预约、账务查询和受理订单;报名登记受理、货品跟踪和电话目录直销;客户服务热线、支持热线和投诉热线等。

呼出内容----收集市场信息、挖掘潜在客户及服务满意度回访,完成后编写综合信息报告及效果分析报告;电话调查:通过客户数据库,按照一定的条件筛选出合适的呼出对象,在选定的时段通过合适的方式就消费者形态、产品使用情况等进行定向调查;电话营销,呼叫中心座席员通过电话方式,采用有效的营销及沟通技巧,向目标客户进行产品和服务的推介及促销,完成后向企业提交综合销售报告;确认客户资料,管理数据库。呼叫中心座席员主动联系目标客户确认或更新资料;客户关系。呼叫中心座席员致电客户表示欢迎购买产品及选用服务,或每周年致电感谢客户选用,服务目标是加强客户关系管理和提升企业形象;预约服务。呼叫中心座席员联系目标客户预约服务或产品的推介会面时间;催缴服务,通过呼叫中心座席员联系客户催缴服务费用;服务升级管理。呼叫中心座席员向目标客户进行服务升级优惠推介,提升企业形象,强化客户关系管理。

完形填空

阅读下面短文,回答所提出的问题。

Yang Cangxu has recently become hot on the Internet. He is considered as a hero, and known as "A Professional Life Saviour"(职业生命救助者), because he has saved 24 people's lives during the past 26 yeasrs.Yang, a typical (典型的)Chinese farmer, lives in Baoji, Shanxi Province.  He is good at swimming, which is also his favorite. When he was young, he joined the army.  The life in the army had a great influence (影响)on him. It also helped to form one of his characters(性格) --being ready to help others.

Just seven to eight meters away from his home flows a channel(水渠). The water is very deep and flows fast. There is a bridge over the channel. Walking across the bridge is not an easy thing. From time to time, people fall into the water. If this happens, the person must be saved in time.  Otherwise(否则), he or she will be washed away by the water.

Yang Cangxu is always the first one to rush to the channel to save the drowning (溺水)person. We must learn from him.

小题1:What does Yang Cangxu do ?                              

小题2:Why is he considered as a hero?                              

小题3:Does he like swimming best?                                

小题4:What experience had a great influence on him?                       

小题5:What will happen if the drowning person isn’t saved in time?                    

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