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Glossary

What is Explanatory Approach?

Explanatory approach is a method to make people understand something by describing or illustrating. The name itself states that it intends merely to explore the research questions and does not offer final and conclusive solutions to existing problems. Exploratory research design does not aim at providing the final and conclusive answers to the posed research questions; rather it helps explore research topics with varying levels of depth. Explanatory approach is implemented by call center service providers, when the problem is in its preliminary stage.

Explanatory approach is also necessary for call center outsourcing service providers while managing technical support processes. Technology is not easily understood by general public and when an inbound call center executive receives a customer call regarding a technical query, they should adopt an empathic explanatory approach to solve the customer query. An explanatory approach helps the customer get a solution for his problem which helps in higher customer satisfaction for clients.

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