剑桥商务英语第二版14a the call center.ppt

Unit 14a Direct service providers Background information A call center is a centralized office of a company that answers incoming telephone calls from customers or that makes outgoing telephone calls to customers (telemarketing). The call centers is a business sector that develops most rapidly. More and more financial service provider, such as insurance companies, banks all use telemarketing as the main way of doing business. Unit 14a Direct service providers Listening 1 Ss listen to a manager talk about why his company uses call centers and complete notes about the company. Ss then listen again and answer multiple- choice questions. Unit 14a Direct service providers J: Direct Line was the first direct provider of insurance in the UK when it started 13 years ago. How many call centers does the company now operate? G: We have 6 regional centers which employ between 300 and 700 people each. In total we have about3,000 staff in our centers. Unit 14a Direct service providers Direct adj. (going) straight; not curved or crooked; not turned aside 直的; 笔直的; 径直的 e.g. * a direct flight, ie without stopping or changing planes 直飞航班 * a direct train, ie that goes to a passengers destination without stopping beforehand 直达列车 Unit 14a Direct service providers J: Why did the company decide to offer its products directly by phone and Internet rather than the used way through insurance brokers or high street shops? G: Well, the major reason was probably cost. You see with a call center you don’t have to pay high rents for good high street locations or pay commission to brokers and agents. You can then pass on these cost savings to your customers through competitive pricing of your products. Unit 14a Direct service providers Commission n. payment to sb for selling goods which increases with the quantity of goods sold 佣金; 回扣; 酬劳金 e.g. You get (a) 10% commission on everything you sell. 你可从售出的 每