| A | B |
|---|
| TRANSFER | what you do to get a customer to another department |
| permission | what you must get before transferring |
| 30% | the qwest percent goal for transferring |
| call types | differnet call _ _ _ _ _ |
| account | customer _ _ _ _ _ _ _ |
| connect | you _____ a customer to another department |
| stage | set the |
| acknowledge | you should alway ____ a customer concern |
| warm | when transferring a customer it should always be a ________ transfer |
| chilly | if there is low wait for a department you coach may give permission to do ________ transfer |
| reduce | what we need to do with tranfer percent |
| customers | who calls in |
| AHT | average handle time |
| verifiy | what you need to do with a customer before you give them account information |
