Call

Centres
Student Workbook

2
Contents
Unit 1 Page 1
Unit 2 2
Unit 3 3
Unit 4 4
Unit 5 5
Unit 6 6
Unit 7 7
Unit 8 8
Unit 9 9
Unit 10 10
Unit 11 11
Unit 12 12
Unit 13 13
Unit 14 14
Unit 15 15
Unit 16 16
Unit 17 17
Unit 18 18
Answer Key 19

ii Call Centres
1
1 Complete the sentences with the words listed below.

assistance recommend priority convenient vital efficient

1 Our customers’ satisfaction is our top .
2 If you need , please contact our call centre.
3 Good communication skills are in any customer care job.
4 You can pay by credit card, which is very when shopping online.
5 We can offer a quicker and more level of service with our new call centre.
6 If you are happy with our products, please us to a friend.

2 Here are some comments taken from customer service questionnaires.

Mark them positive (P) or negative (N).
1 “Your sales staff are impatient. They never wait for people to finish
speaking and are always in a hurry.”  
2 “The people working at your call centre are always so polite and helpful.
And they always take the time to answer all my questions.”  
3 “I wish your employees would be more attentive. They don’t seem to
listen to what I say and don’t care about me at all.”  
4 “The bank officer took care of my requests straight away.
I didn’t have to wait at all.”  

3 Match the statements or questions (1–4) with the responses (a–d).

1 I’m afraid I got cut off. a Yes, certainly. I’ll just get a pen.
2 Could I leave him a message? b Yes, it’s P-F-A- double- F.
3 My name is Anton Czrisinski. c Oh, I’m terribly sorry about that. Let me
4 I’m sorry. Could you spell that, please? put you through again.
d I’m sorry. I didn’t quite catch that.

4 Find eight words relating to service. c p v a a s s u r e

The words read from left to right (→) o r a o i q h g j o
and top to bottom (↓). m i c r e q u e s t
m o n g v h w o i c
priority explain communicate u r z c o n f i r m
request  help advise n i o v i d p z a q
confirm assure i t g h r n h c d n
c y q j a f e i v l
a j v e x p l a i n
t c a i q k p k s z
e o z h o i c a e v

Call Centres 1
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1 Put this telephone conversation in the correct order.

Susanne Finster
a Nathalie, this is Susanne Finster from
Brand AG. We met at the trade fair last
week.
b Would Tuesday be convenient for you,
at 9 a.m.?
c Bye.
d Hello. May I speak to Nathalie Laurence,
please?
e Sounds good. OK, Nathalie, that’s
Tuesday at 11 o’clock. I look forward to Nathalie Laurence
seeing you. g Same here. Thanks for calling. Bye.
f Fine, thanks. Nathalie, I’m calling to see h Hello?
if we could set up a meeting. You wanted i Next week? Let me just check my diary. What
me to do a presentation on our services day exactly?
and I’ll be in your area next week. j Tuesday looks good, but I’m busy at nine. How
about 11 o’clock instead?
k Speaking.
l Ah, yes. Right. How are you?

1   2   3   4   5   6   7   8   9   10   11   12

2 Complete the sentences with the words listed below.

catalogue dispatched give invoice overnight payment quote

1 Can you me the item number from the , please?
2 Let me check and call you back in an hour with a on the price.
3 We’ll enclose the with the goods.
4 We can send the goods by delivery so that you’ll get them the next day.
5 Your order will be once has been received.

3 Complete the puzzle with the noun form of the verbs.

Across
1 clarify 1 2

5 satisfy
6 explain 3 4

5
8 deliver

Down 6 7

2 assist
3 pay
4 offer 8

7 order

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1 Complete the text with words listed below.

remember positive impression perception contact professionalism satisfy focus

In any call centre situation, the first 1
is crucial. Customers will 2
how
you treated them during the first 3
and it may be the only chance to show that you
are willing to 4
the customer. When customers notice 5
and customer-
from the very beginning, their
6
of the company is a
7 8
one.
If not, their impression is negative, and it usually stays that way.

2 Match the first part of the phrases (1–8) with the endings (a–h).
1 How can I a all right?
2 I will personally make sure b of this straight away.
3 I hope this is c help you?
4 Could you give me d to your satisfaction.
5 Does that sound e repeat that.
6 Is there anything else f that you receive the information this afternoon.
7 I’ll take care g I can assist you with today?
8 Let me just h your account number, please?

3 Rearrange the words to make sentences and questions.

In each sentence there is one word that you do not need.
1 just things need clarify a we few to must .

2 anything so far clear everything is ?

3 far you done tell what could you’ve explain so ?

4 Choose the best response to these call centre questions and requests.
1 Can’t you give me a better price for our first order?
a Sorry, I can’t do that.
b Let me check with the manager and call you back in a few minutes.
c It might be possible.
2 Can you quote me a price?
a The price is a fair one.
b They cost 40 cents each.
c Our price is better than our competitors.

Call Centres 3
4
1 Read the text and answer the questions.
Call centre dynamics
Calls may be inbound or outbound. Inbound calls are made
by consumers, for example, to obtain information, report a
malfunction, or ask for help. In contrast, outbound calls are made
by agents to consumers, usually for sales purposes (telemarketing).
One can combine inbound and outbound campaigns.
Call centre staff are often organized into a multi-tier support
system for more efficient handling of calls. The first tier consists
of operators, who initially answer calls and provide general
information. If a caller requires more assistance, the call is forwarded to the second tier. In some cases,
there are three or more tiers of support staff. Typically the third tier of support is formed of product
engineers / developers or highly skilled technical support staff for the product.

1 What are the two types of calls?

2 Who makes inbound calls?

3 Telemarketing is an example of what type of call?

4 First tier staff provide what sort of information?

2 Match the policies (1–3) with the customer-friendly explanations (a–c).

Policy Explanation
1 We don’t give out estimates on the phone. a This ensures the safe use of our products.
2 We don’t ship by regular post, only b This ensures that your food products arrive
by overnight express. fresh.
3 We don’t send out our diet products unless c This helps us give you a fairer and more
the customer has been checked by a doctor. accurate quote.

3 Here are some comments taken from customer service questionnaires.

Mark them positive (P) or negative (N).
1 “When I arrived at your hotel, I was totally ignored by both the bellhop and the receptionist.”
2 “The clerk was really rude and pretended not to see me.”
3 “The waiter was well informed about the menu and brought my food quickly.”
4 “Your service was more than I asked for. That made me feel really special.”

4 Complete the sentences with do or don’t.

1 prepare for your meeting.
2 make sure you know about all your products or services.
3 take control of the discussion. let the customers decide what they talk
about and when they talk about it.
4 give customers only the information they want. overwhelm them with
extra information that they don’t really need.

4 Call Centres
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1 Find eight words in the puzzle. e v a a k r e h y v
The words read from left to right (→) x c u s t o m e r b
and top to bottom (↓). p a x s y r j l e t
l l k i b z k p o h
call customer happy  a l j s x l t e m a
response help explain i z a t o v q a u p
assist clarify n r c l a r i f y p
r y z e l m a j k y
r e s p o n s e m t
b a t e r x b o v y

2 Match the questions or statements (1–3) with the responses (a–c).

1 Would you mind if I put your name a No, let me give you mine too.
on our mailing list? b I’ll write it down too. So, we said Monday at 10.30, right?
2 I’ll just note that in my diary. c No, not at all. You can find all my contact information
3 Do you mind if I give you my card? on my card.

3 Look at the chart about call centre performance indicators and answer the questions.
78.2% Abandon rates
64.7% Service level
45.1% Average speed to answer
32.3% Calls per representative
26.3% Average talk time
24.1% Average handle time
19.5% Other
0.0% 20.0% 40.0% 50.0% 80.0% 100.0%

1 What percentage of the survey respondents said Average Speed to Answer is one of their
performance indicators?

2 What are the top three performance indicators?

3 A total of 32.3% of respondents said that which performance indicator was important to them?

4 Read these basic steps for making a successful customer care call. Mark each statement
as ‘Starting a call’ (S), ‘During a phone call’ (D), or ‘Finishing a call’ (F).
1 Identify yourself and your company
2 Use the customer’s name throughout the conversation
3 Say why you are calling
4 Repeat and summarize
5 Tell the customer what you are going to do

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1 Match the statements or questions (1–4) with the responses (a–d).
1 Thank you. a Thank you. I really appreciate it.
2 I’m afraid he’s not in. b You’re welcome.
3 May I help you? c Yes, I have a question about your price list.
4 I’ll make sure he gets the message straight away. d That’s OK. I’ll call back later.

2 Match the call centre roles (1–6) with the descriptions (a–f).
1 centre manager a responsible for managing a team of agents
2 team leader b responsible for the overall budget and performance of a centre
3 supervisor c responsible for resource planning and IT
4 operational manager d responsible for the recruitment, development and coaching of
5 trainer those who directly report to them
6 call centre agent e responsible for making or taking calls on behalf of an organization
f responsible for preparing and delivering training to the agents in
the centre

3 Complete the puzzle and find the hidden word.

1 I’m calling to our appointment. 1
2 Thanks for . I can put you 2
through now. 3
3 Could we a meeting for 3 p.m.? 4
5
(2 words – 3, 2)
6
4 Thanks for calling. We your business. 7
5 I’m sorry, I didn’t quite what 8
you said. Could you repeat it please? 9
6 Would Monday morning be for you?
Perhaps at 9.30?
7 Could we go over that more?
8 care to leave a message? (2 words – 5, 3)
9 Can you give me her number, please?

4 Complete the sentences with the words listed below.

dispatched payment place rush

1 Are you ready to your order today?
2 Are you planning to pay by transfer or credit card, or would you like to have a
monthly plan?
3 Ok, sir, the goods are in stock and can be straight away.
4 If it’s urgent, we can send it as a order to make sure you receive it by Thursday.
Would you prefer that?

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1 Read the message and answer the questions.
“Hello, my name is Laura Gough, that’s G-O-U-G-H. I’m going to be in Liverpool next week and I’d like to
make a reservation for a single room with a bath for two nights, um that’s Tuesday and Wednesday night,
I think the dates are the 5th to the 7th of May. Could you just confirm the reservation in writing? You have my
contact details in your file. Oh, and could you also send me a list of events like concerts and plays for those
evenings? Thanks.”

1 Who left the message?

2 Where is the person going to be next week?

3 What dates is the person going to be there?

4 What would the person like you to do?

5 What additional information would the person like?

2 Complete the sentences with the words listed below.

job recipient message documents recipients

1 Always complete the subject line so the recipient knows what the is about.
2 End your email with a signature. Include your company name, title and contact details.
3 Only use ‘Reply to all’ if all the need to read your email.
4 Remember to attach the you are referring to. It’s easy to forget.
5 Check with your before sending large attachments. Mailboxes can fill up quickly.

3 Read the following statements and decide which are true (T) and which are false (F).
1 The health and safety regulations protect employees and members of the public from
workplace danger. ___
2 It is not your responsibility to be aware of health and safety in the workplace. ___
3 Your employer should carry out a risk assessment of their workplace. ___
4 You have the same responsibilities for health and safety as other employees in the workplace. ___

Call Centres 7
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1 Complete the sentences with the words listed below.

rude well informed helpful impatient unhelpful polite

1 Customers always expect you to be .
2 If you are to customers, they will not do business with you again.
3 Being always makes a bad impression on customers or guests.
4 You should be about the services or products you provide.
5 A call centre agent should never be on the phone and should always be .

2 Find eight words relating to e m f o c a r e k l

customer communication. m e v g z t n h p u
The words read from left to u s l k e h f s h o
right (→) and top to bottom (↓). o s g c v a t m r y
c a l l i n g h a l
message calling phrases thank  f g e u a k j h s k
rude polite impatient care v e m p o l i t e g
l k o s h o f l s m
z e r u d e t v c f
i m p a t i e n t e

3 Read the email and answer the questions.

From: Hugo Morel

To: Alexandra Macdonald; Emma McIntyre
Subject: Meeting about brochure

Hi
I wonder if we could meet this week to discuss the new brochure? I am out of the
office on Wednesday morning and Friday afternoon. Shall we meet in my office?
Best
Hugo

1 Who is requesting the meeting?

2 Who has been asked to attend the meeting?
3 Where will the meeting be?
4 What is the meeting about?
5 Which days is Hugo available to attend the meeting at any time?

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1 Label the diagram of the headset with the words listed below.

headband 
microphone  4
microphone boom 
speaker

1
2
3
4 3

2
1

2 Complete the sentences with when or while.

1 He downloaded a computer virus he was surfing the net at work.
2 They were discussing the recent sales figures Mr Abaza announced that the whole
sales team was going to receive a bonus.
3 we were waiting to start the meeting, I discovered that I didn’t have the right
documents with me.

3 Rearrange the words to make expressions used to reassure customers.

1 something / out / I’m sure / can / we / sort

2 apologize / for / I / the delay / do

3 exactly / explain / could you / is / the problem / what / ?

4 how / I / feel / understand / you

5 we / can / sure / I’m / a solution / find

6 for you / this / at once / I’ll / into / look

4 Complete the statements with the correct form of the verbs listed below.

ask for listen repeat apologize

1 She to the guest carefully.
2 She after hearing the guest’s story.
3 She the problem back to the guest.
4 She more information about the problem.

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1 Use each verb once with one of the prepositions to match the definitions 1–6.

call cut break speak read up down off back

1 stop working
2 return someone’s phone call
3 lose clear phone communication
4 talk more loudly
5 repeat important spoken information
6 be disconnected

2 Complete the sentences with the correct form of the two-part verbs from activity 1.
1 I asked her to – her voice was so faint I couldn’t hear what she was saying.
2 He was giving me his details when we were suddenly and I had to call again.
3 The signal is really weak here. I’ll you from a landline in about an hour.
4 When you give your address over the phone, ask the other person to it
to you.
5 I’m afraid the signal is at the moment. Can you repeat that please?

3 Complete the sentences with the words listed below.

pleased regards of back

1 In to your phone call, I am sending you the specifications for the model XRT32.
2 We would be to assist you with all your financial planning.
3 Thanks for your letter 29 June.
4 I’ll get to you as soon as possible.

4 Study the illustration and label the situations which are inappropriate while you are taking a call.
Write down the reason why these actions are inappropriate.

1
2
3

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1 Underline the odd one out.
1 extension coverage signal range roaming
2 crackling noise signal interference
3 landline mobile cell phone satellite phone
4 handset receiver engaged hands-free set
5 beep ringing dial tone charger
6 voicemail letter email text message

2 Look at these basic steps for making a successful customer care call. Mark each statement as
‘Starting a call’ (S), ‘During the phone call’ (D), or ‘Finishing the call’ (F).
1 Thank the customer.
2 Ask questions to clarify information.
3 Take notes of important information.
4 Make the customer feel confident you’ll follow through.
5 Offer further advice.

3 Underline the correct verb.

1 Do you speak / talk English?
2 I didn’t spell / catch your name.
3 Did you say / tell K for kilo?
4 Could you speak up / talk down, please?
5 I’m sorry; I can’t listen / hear you.
6 We get / have a very bad line.
7 Can you say / spell that for me, please?
8 Can you speak / say more slowly?

4 Find eight words relating to customer complaints. s a t i s f y v g c

The words read from left to right (→) e h i z a o q u o a
and top to bottom (↓). l d e t a i l s f r
a o g f w d h e f e
offered action understand problem  c a u i v e l i e f
carefully details deal satisfy t z s e k a o a r u
i p r o b l e m e l
o l v f h c z u d l
n u t i o a e g q y
u n d e r s t a n d

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1 Complete the text with the words listed below.

care rapport polite serious question customer name conversation special

• Use 1
language to show that you really care about the 2
and their needs.
With Would you like…? you ask the same 3
as Do you want…? but in a more customer-
friendly way.
• Use the customer’s 4
throughout the 5
. This makes the customer feel
6
and helps build 7
.
• Show you are 8
about taking 9
of the customer’s requests with your good
listening skills and dependable follow-through.

2 Complete the sentences with will have to or will be able to and the verbs listed below.
They may be positive or negative.

access work take on meet protect start

1 We our computer system against hackers.
2 Digital communication means that more people from home.
3 My computer has just crashed. I that presentation all over again.
4 The IT department is carrying out important work over the weekend so staff their
email accounts.
5 I’m free on Thursday so I you for lunch.
6 If the online business continues to grow, they more staff.

3 Read the message and answer the questions.

“Hello, I’m calling about your catering service. We’re having an office party in two weeks’ time for about 50
people and I wanted to see some menus and get your price list. Could you send something ASAP? You can
contact me at Hsu – that’s H-S-U@htk_systems.com. I’ll repeat that. That’s Hsu@htk_systems.com. Thanks.

1 What would the person like you to send?

2 How many people will be at the person’s event?

3 When does the person require the information?

4 How does the person want you to send the information?

5 What information is repeated?

12 Call Centres
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1 Solve the anagrams to reveal words associated with call centres.
1 eco strum a person who purchases goods or services from another
2 ice revs the provision or act of a helpful activity
3 account mime to impart knowledge
4 eel hen opt apparatus for transmission of speech
5 tile op showing good manners towards others

2 Read the statements below and mark each as a duty of a call agent (D) or a characteristic (C)
of a call agent.
1 Respond to customer queries by phone, email, web chat, video or text.
2 Investigate customer complaints and arrange for refunds, exchanges or credit when appropriate.
3 The ability to work independently or as part of a team.
4 A pleasant telephone voice that conveys sincerity and confidence.
5 The ability to build customer / client relationships over the phone.
6 Update and maintain databases of information.
7 Provide information about services, policies or products.
8 Organization and multi-tasking skills.
9 Emotional resilience.
10 The ability to remain interested and focused when repeating information.

3 Complete the text with the words listed below.

environments  24 numbers shifts days record work technological

Call centre agents 1
in indoor, open space
2
where there may be little privacy.
Managers may 3
conversations and
track how agents spend their time. Handling high
4
of calls and working in an environment
of rapid 5
change can be stressful.
Depending on the employer, agents may work
6
. Some call centres operate 7

hours a day, seven 8

a week.

4 Match the items (1–5) with the definitions (a–e).

1 order a buying
2 supplier b a price that a company offers to do work for or supply parts for if it wins the order
3 bid c to request goods from a company
4 costs d a person or organization that provides goods or services
5 purchasing e the amount of money spent on running a business

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1 Complete the sentences with the present perfect form of the verbs in brackets.
1 I (work) for the same company for 30 years.
2 Elsa (be) to London many times.
3 you ever (give) a presentation in English?
4 He (not travel) overseas.

2 Complete the sentences with the missing prepositions.

1 The office opens 7.30 a.m.
2 Our company will hold its AGM July 21st.
3 Today’s staff training session will be 2.00 3.00 p.m.
4 What time do you finish work Tuesday?
5 Can you come to a meeting 11.00 Tuesday?

3 Write the numbers in full.

1 $250
2 1968 (year)
3 22.11.03
4 2007
5 9.00 a.m.
6 1.30 p.m.

4 Match the sentences (1–4) with the more customer-friendly equivalents (a–d).
1 I have no idea, so I really don’t know a I’ll be glad to send this out to you today. You
what to tell you. should receive it by Tuesday.
2 What else do you need? Is that it? b Let’s go over it again to be sure of the details.
3 I’m putting it in the post today, so you’ll c Could I take care of anything else for you today?
probably get it next week. d I’ll check on that information and call you back
4 I wrote it down, thanks. in 30 minutes.

5 Here are some ideas presented at a meeting on dealing with customer complaints.
Write each one in the do or don’t list.
Do Don’t




1 Let the customer show their anger.
2 Say the problem was the customer’s fault.
3 Tell the customer there’s nothing you can do.
4 Listen carefully to the details of the problem.
5 Push the customer to accept your point of view.
6 Take the customer’s anger as a personal criticism.
7 Offer a more expensive product or service to replace the first order.
8 Use jargon or words only people in your company or industry know.

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1 Match the words (1–6) with the definitions (a–f).
1 evaluate a something that companies supply – not products
2 adapt b to make sure of something
3 guarantee c to judge / assess something
4 satisfy d to change something to suit a particular need
5 services e to look after
6 care f to make someone feel pleased

2 Complete the sentences with the words listed below.

payment offer explanation assistance

1 Good. I am glad I could help. Let me know if I can be of any more .
2 I’ll put you through to our IT specialist. She’ll be able to give you a more detailed and
help solve the problem.
3 One of the best things about our introductory is that you can take advantage of our
new monthly plan.

3 Read the text and answer the questions.

Call centre operations
A call centre is a centralized office used for the purpose of receiving and transmitting a large volume of
requests by telephone. A call centre is operated by a company to administer incoming product support
or information enquiries from consumers. Outgoing calls for telemarketing, product services, and debt
collection are also made. A call centre is often operated through an extensive open workspace for call
centre agents, with work stations that include a computer for each agent, a telephone set / headset
connected to a telecom switch, and one or more supervisor stations.

1 What is the purpose of a call centre?

2 Why do companies operate a call centre?

3 Provide two examples of outgoing call types.

4 Provide two examples of equipment provided for each agent.

4 Match the sentences (1–3) with the more customer-friendly equivalents (a–c).
1 I don’t really deal with that. That’s a We have an exchange policy, but I’m afraid we don’t
not my department. give refunds. Could I help you decide which product
2 I don’t know. is the best for you?
3 We don’t give refunds – as soon as b I could give you some general advice, but it’s better
you leave the store it’s yours. to speak to my colleague. He is a specialist in this
area. May I transfer you to him?
c I’m not really certain about that, but I’ll find out for
you. I’ll ring you back by 4 p.m. today, is that OK?

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1 Look at this guide for successful customer meetings. Complete the sentences with do or don’t.
1 use jargon or words only people in your company or industry know.
2 talk more than your customers. listen carefully to what they say and
interrupt them.
3 ask for feedback and clarification, so you know exactly what your customers want
and need.
4 be open, honest, flexible, and positive.

2 Underline the correct words to complete the telephone conversation.

Carlos Service department.
Henry I’d like to tell / speak 1 to Mr Martinez, please. Is he available at the moment?
Carlos Will / May 2 I ask who’s calling?
Henry Henry Jones. I’m calling from GPT Ltd in London.
Carlos 
Just a moment please, I’ll see if he’s available…. Mr Jones? I’m afraid Senor Martinez is in a
meeting. Would you like to leave / list 3 a message?
Henry Yes, please ask him to get behind / back 4 to me as soon as possible. My number’s 44 208 563 657.
Carlos I’m sorry / OK 5 I didn’t catch that. Could you repeat / say 6 the number, please?
Henry Yes, it’s 44 for the UK then 208 563 657.
Carlos OK, I’m sure / I’ll make sure 7 he gets the message.
Henry Thank you.
Carlos Goodbye then, Mr Jones. Thank you for calling.

3 Look at the order form and insert the headings for each column.

description quantity total item number unit price

ORDER FORM DMD Office Supplies 22 High Street, Oxford. +44 1865 887564

VB5 - TRC Ring binder 100 £2.22 £222.00

GH9 - FGB Printer cartridge 3 £78.99 £236.97

Delivery Address
TOTAL £458.97
JCPS Ltd
Murraytown Park
Birmingham BG67 2DF

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17
1 Rearrange the words to make call centre sentences.
1 speaking how Gerry help today you I can ?

2 anything help with else Is there can I today you ?

3 customer give could number Please your you me ?

2 Complete the sentences with the correct form of the verbs listed below.

apologize ask for listen offer repeat take

1 She more information about the problem.
2 She action to help the customer straight away.
3 She compensation for the customer’s trouble.
4 She carefully to the customer’s complaint
5 She for the error on the invoice.
6 She the company’s offer of compensation.

3 Find eight words relating to call centres. h t a d c a l l e r

The words read from left to right (→) e i n b o u n d u b
and top to bottom (↓). a e z e u r u i a q
d r q u t a t l n i
inbound outbound obtain headset  s g l x b r o s u z
consumer caller tier support e t e d o b t a i n
t i s q u b a o e q
u d c o n s u m e r
l x w o d x e s u t
o s u p p o r t d a

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1 Complete the text with the words listed below.

problems keyboard answers pressure accents speak telephone qualifications customer

Call centre operator A call centre operator must:

A call centre operator: • 4
clearly
• 1
calls • Have a good 5
manner
• Helps callers with 2 • Understand different 6

• Provides information • Be able to work under 7

• Deals with 3
complaints
• Makes bookings Qualifications
• No formal 8
needed
• Basic 9
skills

2 Complete the sentences for the following situations with should have or shouldn’t have
and the correct form of the verb.
1 Claudia didn’t check the estimated costs. Her project went seriously over budget,
Claudia the estimated costs.
2 Michael criticized his secretary in front of other members of staff. They were very embarrassed.
Michael his secretary in front of other members of staff.
3 Jacek used Roz’s computer without asking her.
Jacek Roz’s computer without asking her.

3 Complete the text using the words or phrases listed below.

running late  switchboard  connects  put calls through  makes a note 
hold the line  hold their rooms  arrange

Jessica works on the hotel 1
at the Como Hotel in Milan. Most of the time, she can
2
to the different hotel departments or the guests’ rooms. She just asks the callers to
3
while she 4
the calls. Sometimes, guests call to ask for a child’s bed in their
room. Jessica asks housekeeping to 5
this. Guests who are 6
often call to
inform reception. Jessica asks reception to 7
. If there’s a call for the manager and he’s not in
his office, she 8
of any message and leaves it on his desk.

4 Number the following statements (1–5) about organizing and managing your workspace
in the order in which they should be done.
Straighten – Tidy up and make things easy to reach and find
Standardize – Set up routines that make it easy to stay orderly
Sort – Keep the things you need to get the job done and get rid of the rest
Sweep and shine – Keep up and make the place spotless
Sustain – Monitor your results and maintain the new system

18 Call Centres
Answer Key
Unit 1 Unit 4
1 1 priority 4 convenient 1 1 inbound and outbound
2 assistance 5 efficient 2 consumers
3 vital 6 recommend 3 outbound
2 1 N  2 P  3 N  4 P 4 general

3 1 c  2 a  3 d  4 b 2 1 c  2 b  3 a
4 c p a s s u r e
3 1 N   2 N  3 P  4 P
o r 4 1 Do 3 Don’t; Do
m i r e q u e s t 2 Do 4 Do; Don’t
m o
Unit 5
u r c o n f r mi
n i a 1 e a h
i t h d x c u s t o m
e r
c y e v p a s l
a e x p l a i n l l i p h
t p s a l s a
e e i t p
n c l a r i
f y p
Unit 2 y
1 1 h  2 d  3 k  4 a  5 l  6 f r e s p o n s e
7  i  8 b  9 j  10 e  11 g  12 c
2 1 c  2 b  3 a
2 1 give; catalogue
2 quote 3 1 45.1%
3 invoice 2 Abandon rates, Service level and average speed
4 overnight to answer
5 dispatched; payment 3 Calls per representative

3 4 1 S  2 D  3 S  4 D  5 F
Across Down
1 clarification 2 assistance Unit 6
5 satisfaction 3 payment 1 1 b  2 d  3 c  4 a
6 explanation 4 offer
8 delivery 7 order
2 1 b  2 d  3 a  4 c  5 f  6 e
3 1 confirm 6 convenient
Unit 3 2 holding 7 once
1 1 impression 5 professionalism 3 set up 8 Would you
2 remember 6 focus 4 appreciate 9 extension
3 contact 7 perception 5 catch
4 satisfy 8 positive The hidden word is: courteous
2 1 c  2 f  3 d  4 h  5 a  6 g  7 b  8 e 4 1 place 3 dispatched
2 payment 4 rush
3 1 We just need to clarify a few things. [must]
2 Is everything clear so far? [anything] Unit 7
3 Could you explain what you’ve done so far? [tell] 1 1 Laura Gough
2 Liverpool
4 1 b  2 b 3 5th to the 7th of May
4 confirm the reservation in writing
5 a list of events
2 1 message 4 documents
2 job 5 recipient
3 recipients
3 1 T  2 F  3 T  4 T

Call Centres 19
Answer Key

Unit 8 Unit 11
1 1 helpful 1 1 extension 4 engaged
2 rude 2 signal 5 charger
3 impatient 3 landline 6 letter
4 well informed
5 unhelpful; polite 2 1 F  2 D  3 D  4 F  5 F
2 3 1 speak 5 hear
m c a r e 2 catch 6 have
e t p 3 say 7 spell
s h h 4 speak up 8 speak
s a r
c a l l
4 s a t i s f y c
i n g a
k o a
g s
p o l i t e d e t a i l s f r
e
a d f e
s
r u d e c e e f
t a r u
i m p a t i e n t
i p r o b l e m e l
3 1 Hugo Morel o d l
2 Alexandra Macdonald and Emma McIntyre
n y
3 Hugo Morel’s office
4 the new brochure u n d e r s t a n d
5 Monday, Tuesday, and Thursday
Unit 12
Unit 9 1 1 polite 6 special
1 1 microphone 3 speaker 2 customer 7 rapport
2 microphone boom 4 headband 3 question 8 serious
4 name 9 care
2 1 while / when 3 While / When 5 conversation
2 when
2 1 will have to protect
3 1 I’m sure we can sort something out. 2 will be able to work
2 I do apologize for the delay. 3 will have to start
3 Could you explain exactly what the problem is? 4 won’t be able to access
4 I understand how you feel. 5 will be able to meet
5 I’m sure we can find a solution. 6 will have to take on
6 I’ll look into this for you at once.
3 1 menus and price list
4 1 listened 3 repeated 2 50
2 apologized 4 asked for 3 ASAP
4 via email
Unit 10 5 their email address
1 1 break down 4 speak up
2 call back 5 read back Unit 13
3 break up 6 cut off 1 1 customer 4 telephone
2 1 speak up 4 read; back 2 service 5 polite
2 cut off 5 breaking up 3 communicate
3 call; back 2 1 D  2 D  3 C  4 C  5 C  
3 1 regards 3 of 6 D  7 D  8 C  9 C  10 C
2 pleased 4 back 3 1 work 5 technological
4 1 Don’t eat or drink during a call. The customer can 2 environments 6 shifts
hear you sipping and chewing. 3 record 7 24
2 Don’t try to talk to someone in your office while 4 numbers 8 days
you’re on the phone. The customer needs your full 4 1 c  2 d  3 b  4 e  5 a
attention.
3 Background noise is distracting and you may not
be able to hear your customer clearly and they
may not be able to hear you clearly.

20 Call Centres
 Answer Key

Unit 14 Unit 17
1 1 have worked 3 have; given 1 1 Gerry speaking. How can I help you today?
2 has been 4 hasn’t travelled 2 Is there anything else I can help you with today?
3 Could you give me your customer number please?
2 1 at 4 on
2 on 5 at; on 2 1 asked for 4 listened
3 from; to 2 took 5 apologized
3 offered 6 repeated
3 1 Two hundred and fifty dollars
2 Nineteen sixty-eight 3 h t c a l l e r
3 Twenty-second of November two thousand
and three e i n b o u n d
4 Two thousand and seven a e u
5 Nine a.m. d r t
6 One thirty p.m. s b
4 1 d  2 c  3 a  4 b e o b t a i n
t u
5 Do: 1, 4, 7
c o n s u m e r
Don’t: 2, 3, 5, 6, 8
d
Unit 15 s u p p o r t

1 1 c  2 d  3 b  4 f  5 a  6 e
2 1 assistance
Unit 18
2 explanation 1 1 Answers
3 offer; payment 2 problems
3 customer
3 1 to receive and transmit a large volume of requests 4 speak
by telephone 5 telephone
2 to administer product support or information 6 accents
enquiries 7 pressure
3 telemarketing, debt collection, product services 8 qualifications
4 work station, computer, and telephone headset 9 keyboard
4 1 b  2 c  3 a   2 1 should have checked
2 shouldn’t have criticized
Unit 16 3 shouldn’t have used
1 1 Don’t 3 Do 3 1 switchboard
2 Don’t; Do; don’t 4 Do 2 put calls through
2 1 speak 5 sorry 3 hold the line
2 may 6 repeat 4 connects
3 leave 7 I’ll make sure 5 arrange
4 back 6 running late
7 hold their rooms
3 8 makes a note
ORDER FORM DMD Office Supplies 22 High Street, Oxford, +44 1865 887564 4 1 Sort
Item number Description Quantity Unit price Total 2 Straighten
VB5- TRC Ring binder 100 £2.22 £222.00
3 Sweep and shine
GH9 - FGB Printer cartridge 3 £78.99 £236.97
4 Standardize
Delivery Address
TOTAL £458.97
5 Sustain
JCPS Ltd
Murraytown Park
Birmingham BG67 2DF

Call Centres 21
 acknowledgements
The publisher would like to thank the following for the permission to reproduce
photographs: Alamy Images p 2 (allesalltag), 13 (Image Scotland);
OUP p4 (Stockbyte).
Cover image by: OUP (Call centre worker/Stockbyte)
Illustrations by: Oxford Designers and Illustrators pp1, 5, 8, 9, 11, 12, 13, 16, 17.

3 A001852

www.oup.com