劍橋商務(wù)英語(yǔ)第二版14a the call center

Unit14aThecallcentreUnit14aDirectserviceprovidersBackgroundinformationAcallcenterisacentralizedofficeofacompanythatanswersincomingtelephonecallsfromcustomersorthatmakesoutgoingtelephonecallstocustomers(telemarketing).Thecallcentersisabusinesssectorthatdevelopsmostrapidly.Moreandmorefinancialserviceprovider,suchasinsurancecompanies,banksallusetelemarketingasthemainwayofdoingbusiness.Unit14aDirectserviceprovidersListening1Sslistentoamanagertalkaboutwhyhiscompanyusescallcentersandcompletenotesaboutthecompany.Ssthenlistenagainandanswermultiple-choicequestions.Unit14aDirectserviceprovidersJ:DirectLinewasthefirstdirectproviderofinsuranceintheUKwhenitstarted13yearsago.Howmanycallcentersdoesthecompanynowoperate?G:Wehave6regionalcenterswhichemploybetween300and700peopleeach.Intotalwehaveabout3,000staffinourcenters.

Unit14aDirectserviceprovidersDirectadj.(going)straight;notcurvedorcrooked;notturnedaside直的;筆直的;徑直的e.g.*adirectflight,iewithoutstoppingorchangingplanes直飛航班*adirecttrain,iethatgoestoapassenger'sdestinationwithoutstoppingbeforehand直達(dá)列車Unit14aDirectserviceprovidersJ:WhydidthecompanydecidetoofferitsproductsdirectlybyphoneandInternetratherthantheusedwaythroughinsurancebrokersorhighstreetshops?G:Well,themajorreasonwasprobablycost.Youseewithacallcenteryoudon’thavetopayhighrentsforgoodhighstreetlocationsorpaycommissiontobrokersandagents.Youcanthenpassonthesecostsavingstoyourcustomersthroughcompetitivepricingofyourproducts.Unit14aDirectserviceprovidersCommissionn.paymenttosbforsellinggoodswhichincreaseswiththequantityofgoodssold傭金;回扣;酬勞金e.g.Youget(a)10%commissiononeverythingyousell.你可從售出的每種貨物中得到10%傭金.Sheisworkingforusoncommission,ieisnotpaidasalary.她按掙回扣方式為我們工作（沒有薪水）.

Theyworkoncommission(=theyarepaidaccordingtohowmuchtheysell)andsotheytrytosellyoumore.Unit14aDirectserviceprovidersJ:Right.Andhowdoesacallcenteraffectthequalityofserviceacustomergets?G:Whenacustomercalls,theygetonaninstantresponse.Thecomputerdatabaseshowsallthecustomer’sdetails,whichsavesalotoftime.Thismeanswecanofferourcustomersgoodproducts,quickserviceandlowerpremiums.Unit14aDirectserviceproviderspremiumn.anextrapaymentaddedtothebasicratee.g.YouhavetopayahighpremiumforexpressdeliveryPremiumrentsarechargedinthecitycentre.

市中心要收取額外的租金Unit14aDirectserviceprovidersJ:AndwhatproductsdoesDirectLineoffer?G:Ourinsurancepoliciesincludemotor-we’retheUk’sbiggestdirectmotorinsurer-house,travelandlife.Wealsoofferfinancialservicessuchasmortgages,personalloans,savingandpensions.We’vealsorecentlystartedtoofferavehiclebreakdownservice.Unit14aDirectserviceprovidersJ:Gosh,somany.Areyouroperativeabletodealwithallthesedifferentproducts?G:Someoperativesonlydealwithoneproduct,whilstmulti-skilledstaffcandealwith2or3products.Butthesystemisprogrammedtoguideoperativesindealingwith80-90%ofenquiriesandclaims,sotheydon’thavetomakeanydecisionsthemselves.Unusualorlargerisksareassessedbysupervisors.Theimportantthingistogetasmuchinformationatyouroperative’sfingersaspossible.Themoreinformationtheyhaveinfrontofthem,thelesstrainingtheyneed.

Unit14aDirectserviceprovidersOperativen.worker,espamanualone工作者;（尤指）體力勞動(dòng)者,工人e.g.factoryoperatives工廠工人.Unit14aDirectserviceprovidersSupervisorn.apersonwhoisinchargeofsb/sthandmakessurethateverythingisdonecorrectly,safely,etce.g.Allworkisdoneundertheguidanceofasupervisormyimmediatesupervisor(=thepersonjustaboveme)Unit14aDirectserviceprovidersAtone’sfingertips:立即可以得到，近在手邊。例e.g.Withbusinessinformationatourfingertips,wecansolveyourproblemseasily.我們掌握了商業(yè)消息，可以迅速地為你們解決問(wèn)題這里的atone’sfingertips有雙關(guān)的意思，一是員工在工作是靠手指尖操作電話電腦，二是暗示信息的獲取輕而易舉，就在指尖敲擊鍵盤的瞬間Unit14aDirectserviceprovidersJ:Howdoyouseethefutureforcallcenters?G:They’redefinitelyheretostay.Butasmoreandmorenewcallcentersaresetup,it’llprobablybecomehardertofindgoodstaff,socompanieswillhavetoofferbetterconditions.Inthefuture,staffmightevenworkfromhomeonclosedcomputernetworks.Unit14aDirectserviceprovidersSuggestedanswer1.62.30003.costs4.premiums5.response6.house7.loans8.pensions9.findgoodstaff10.workfromhomeBCCBUnit14aDirectserviceprovidersSpeakingSsdiscusstheadvantagesandpopularityofcallcenters.Unit14aDirectserviceprovidersProvidingservicesdirectlybytelephonehastheadvantagessuchas……Direct,quickandefficient直接，迅速和高效率Reducecosts降低各種成本Noneedpaycommissiontobrokersoragents不必向經(jīng)紀(jì)人或代理支付傭金Withoutthelimitationoftimeandplace不受時(shí)間和地點(diǎn)限制Don’thavetopayhighrentsforlocations不必為（營(yíng)業(yè)）地點(diǎn)支付高額的租金Customersalsobenefits24hourscallservice顧客24小時(shí)都能受益Unit14aDirectserviceprovidersListening2Ssdecideifstatementsaboutacallcentrearetrueorfalsethenlistentothemanagerandchecktheiranswers.Unit14aDirectserviceprovidersJ:George,wesometimesreadnegativestoriesaboutworkingconditionsincallcenters.Isittrue,forexample,thatyouknowexactlywhereworkersareforeveryminuteoftheirshifts?G:Yes,thecomputersystemdoesmonitorwhetheroperativesareattheirdesks,butwemakesurethattheygetanhourforlunchandplentyofotherbreaks.Unit14aDirectserviceprovidersJ:Doesthemonitoringaffecttheirpay?G:Yes,butinapositiveway.Operativesreceivebonusesbasedonthenumberofcallstheytake,theproductstheysellandthemistakestheymake.Thiswaywerewardgoodwork.J:Sowhatkindofhoursdotheoperativeswork?G:Theyworkflexibleshiftsof35hoursaweek.Plusovertimeiftheywantit.Unit14aDirectserviceprovidersFlexibleadj.easilychangedtosuitnewconditions易適應(yīng)新情況的;可變通的;靈活的e.g.Ourplansarequiteflexible.我們的計(jì)畫十分靈活OurplansneedtobeflexibleenoughtocaterfortheneedsofeveryoneUnit14aDirectserviceprovidersJ:Whatdoyoumeanbyflexibleshifts?G:Well,thecomputersystemworksoutashiftplanbasedonthecallsitexpectsandplansexactlytherightnumberofoperativesforeachtimeofday.Soshifttimesareflexible.Unit14aDirectserviceprovidersJ:So,dotheoperativesalsoworkevenings?G:We’reopenfrom8till8MondaytoFridayandfrom9till5onSaturdays.Alotofouroperativesareyoungmothersorstudents,sothey’rehappytoworkeveningshifts.Unit14aDirectserviceprovidersJ:Andwhataboutjobsatisfaction?G:Somepeoplebelievethatworkinginacallcenterisn’tthemostexcitingjobintheworld–soit’sveryimportanttorememberthatyouroperativesarehuman.Soweorganizethemintoteams.Theteamthatsellsthemostpolicies,forexample,winsaprize.WealsoorganizefuncompetitionsduringbigsportingeventsliketheWorldCuportheOlympics.

Unit14aDirectserviceprovidersSuggestedanswers1.T2.T3.F4.F5.F6.T7.TUnit14aDirectserviceprovidersReadingSslookatdescriptionsofpeopleandsaywhomightbeinterestedinworkinginacallcentre

Unit14aDirectserviceproviders1.

ZoeConolly,22I’vejustfinisheduniversityandI’mlookingforajob.I’vegotadegree

inbusinessstudiesbutI’mnotreallysurewhatIwanttodo.I’dliketotakesometimeoff

andtravelaroundtheworldbutIdon’thaveanymoney.Unit14aDirectserviceproviders從上邊的情況看來(lái)，左伊也許需要呼叫中心的工作，因?yàn)樗枰X，而且愿意做一些臨時(shí)性工作。Possibly.Heneedssomemoneyandmightlikeatemporaryjob.

Unit14aD