Call Management

(การจัดการสายโทรศัพท์)

Definition

Call Management (การจัดการสายโทรศัพท์) Hard Skill

The ability to efficiently handle incoming and outgoing calls, manage call flow, and ensure effective communication with clients or colleagues.

Expertise Level

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Level 1

Basic

1. Can answer and transfer calls correctly.

2. Understands basic phone system operations.

3. Maintains polite and clear communication during calls.

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Level 2

Intermediate

1. Manages multiple calls simultaneously without errors.

2. Uses call management tools effectively to schedule and prioritize calls.

3. Handles difficult callers professionally and resolves basic issues.

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Level 3

Advanced

1. Optimizes call handling processes to improve efficiency.

2. Analyzes call patterns and implements strategies to reduce wait times.

3. Trains and mentors others in advanced call management techniques.

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Ministry of Higher Education

Science, Research and Innovation

Call Center 1313

328 Si Ayutthaya Rd., Thung Phaya Thai, Ratchathewi, Bangkok 10400 Tel. 02-610-5200 Fax. 02-354-5524.

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