When taking a customer call in a call centre, which sequence best represents a standard professional call handling procedure?

Introduction / Context:
Call handling procedures are at the heart of call centre operations. A well defined sequence helps agents deliver consistent and professional service, ensuring that customer issues are handled efficiently and politely. This question checks whether you know the typical steps that should be followed when taking a customer call, from greeting to closing.

Given Data / Assumptions:
- The agent is answering an incoming customer call in a service or support environment.
- The company has basic security and quality standards for handling calls.
- The question asks for the sequence that best represents professional practice.

Concept / Approach:
A standard call handling procedure usually begins with a polite greeting and an introduction of the agent and company. This is followed by verifying the customer identity where required for security and privacy. The agent then listens to understand the issue, asks clarifying questions, and works to provide a solution or arranges a follow up when necessary. After resolving or recording the issue, the agent summarises what has been done, confirms that the customer is satisfied, and closes the call with thanks and a polite farewell. The correct option must capture this logical and customer friendly flow.

Step-by-Step Solution:
Step 1: Look for an option that starts with a polite greeting and includes verification of customer details where appropriate. Step 2: Check whether the option then mentions understanding the issue, providing or arranging a solution, and closing the call professionally. Step 3: Option A describes greeting, identity verification, issue understanding, solution, and closing with thanks and a summary. Step 4: Eliminate options that involve abrupt holds, random transfers, or ignoring the customer problem.

Verification / Alternative check:
Call centre training manuals and quality monitoring forms typically evaluate calls on criteria such as greeting, verification, problem understanding, solution steps, and call closing. Sample scripts also follow this structure. This confirms that option A matches industry standards for professional call handling, whereas the other options do not.

Why Other Options Are Wrong:
Option B lacks a greeting and involves placing customers on hold and disconnecting without explanation, which is unprofessional and likely to result in complaints. Option C forces customers to provide website feedback before they can discuss their problem, which can be frustrating and is not standard procedure for support calls. Option D transfers calls without understanding the issue, which wastes time for both customers and internal teams and harms service quality.

Common Pitfalls:
Agents may become so focused on speed metrics that they skip proper greetings or summaries, making calls feel rushed and impersonal. Another pitfall is transferring calls quickly without fully understanding the issue, which leads to multiple handoffs and customer frustration. To perform well in exams and on the job, remember the structured sequence in option A and apply it consistently: greet, verify, understand, solve, and close with a clear summary and thanks.

Final Answer:
The correct choice is Greet the customer politely, verify identity, understand the issue, provide or arrange a solution, and close the call with a summary and thanks..