Using name of the caller in inbound calls (Czech and Hungarian speakers)

Topic Views - 153

QA Specialist

Sofica Group

Hi there,

I need you help because the rule is simple - in inbound calls if the caller introduces himself - the name should be used. But native speakers in Czech and Hungarian languages insist that using the name of the caller is not accepted and sounds rude.

Please tell me how to procede when monitoring such calls because "Appropriate use of the name" is in the Monitoring form.

Thank you in advance.


Call Centre Helper

I think that you just need to change your monitoring form and exclude this question from the evaluation.

Sr Executive WFM


Or better keep it optional.

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