Call Handling Tips
没接好电话Mishandle the call; mishandled calls
话术 scripts
问候话术 greeting scripts
呼叫中心 call center
致电人员 caller
接线人员 call operator/call agent/call service provider/call handler
警方接线员 a police call handler
医院接线员 a hospital phone operator
紧急接线人员 the emergency operator
the location of the emergency
服务热线接线员helpline operator
接到第一通电话 takes her first call
电话交流 phone communication
电话应答服务Phone answering service
支持电话 (a company’s) support line
等待页面 attendant menu/auto-attendant
选项 option
The available options
如果等待页面不能解决相关问题 if the caller has a question that is not addressed by the menu options
是否有人工服务功能？Does the menu have the option to speak with an operator?
To reach a Customer support agent, press 2.
接线员话术：
How can I assist you?
I’m sorry about the trouble you’re having. I’ll try my best to help you
Would you mind if I put you on hold for a minute? I just need to check …/I need to speak with technical support.
May I have your full name and your phone number please?
For verification purpose, may I have your date of birth?/may I have your passport number?
Thank you, please hold for a minute/hold on a sec.
Hello sir, thank you very much for holding. I’m sorry, but couldn’t I transfer you to my supervisor.
I appreciate it. I will transfer your call now.
Sure. Please take your time.
Is there anything else I can assist you with?
It was my pleasure sir.
Thank you again, goodbye.
确认信息：
So Wilson is spelled as W-for-water, i-for-India, …
Thank you, just to make sure/verify, the number you are giving is …
I just want to make sure that I have the correct details. Please wait for a moment.
询问地点：
What is the address of your emergency?/Where is the emergency?
Do you know what mile marker you’re at?
What’s the emergency?
Highway accidents
life-threatening incidents
ICE: In Case of Emergency
电话挂断 the phone was disconnected/cut short
信号不好 the connection is bad; i'm having bad/poor phone connections.
医疗
救护车Ambulance
新闻报道：911 Operator Hangs up on 1000s of call (Sentence Reaction)
911 dispatcher
Houston Emergency Center was not made a better functional emergency center
The person on the other end of the line
Extracting quality information from them
Several of the calls that she was accused of hanging up
看了这则新闻，深感电话接线员（尤其是紧急热线）的责任重大，而作为一名三方翻译，如果连外籍人士的话都听不清，那还怎么帮助人家呢？哎！还是得提高自身能力，不然尸位素餐、误人误己！
