Sprint IP Variations International calling restrictions Info list 911 Emergency Overview of System & Equipment System Overview Login/Logout Agent Profile Clicking the Mouse Dragging/Dropping Copy/Paste Drop Down Lists Button Scroll Bars Sliders Tables Accessing a Program Screen Displays Call Handling Screen Title Bar Banner Conversation Area Disconnect Message Status Color Scheme Agent Text Transmission Cancel Key Information Bar Profile Help Call Type Dial Window Scratch Pad Transfer Headset Panel Status Bar Record Feature Function Keys Block Ctrl-Switch Switch The Keyboard Alpha Keys Call Handling Keys Numeric Keys Cursor Movement Keys Arrow Keys Backspace Error Correction Function Single Word Edit Function Word Substitution Feature Macros Ctrl-Function Keys Glossary of Telephony Terms Background Noises Tones/Descriptive Words Standard Abbreviations Phone Image (Tone of Voice) Professional Phone Image How phone image is created Provide warm & friendly greeting Conversational Tone Voice Inflection Audibility & breath control Pitch Quality Operator Role Relay Role Relay Skills Conversational Flow Staying focused Listening skills Customer service skill Coping skills Phrases Background Noises Tones/Descriptive Words Voice Person Speaking in Third Person Pacing the Customer pacing phrases Repeating information Voice Customer does not say "GA” Handling Interruptions Tone How Phone Image is Created Why Conversational Tone? Transparency, Caller Control & Confidentiality Rudeness Create an Exceptional Customer Experience Announce Closing Suggested Redirect Phrases Transparency & Caller Control TTY-Voice & Voice-TTY TTY to Voice Introduction Connecting to outbound customer Announcement Explanation of service Deaf or Hard-of-Hearing Explanation International Announcement TTY-Voice Procedures Specific Person Request Variations Specific Person Request TTY-Voice Answered TTY Voice Person Not Available TTY-TTY Call Release Answer TTY (TTY-TTY) TTY-Voice Busy Signals Regional 800 Voice-TTY Voice-TTY Introduction Connecting to the outbound customer Voice Greeting Voice call progress Announcement Voice-TTY call (Hearing Person Answer) Explanation of service Voice-TTY Procedures Voice-TTY Specific Person Request Voice-TTY Answered Voice
TTY-Voice and Voice-TTY HCO VCO-TTY & TTY-VCO Customer Service Functions Language Services Procedures Transparency Non-Emergency Calls Emergency Center Evacuation Network Failure Emergency Call Procedures Emergency Calls Intro Emergency Services FCC Requirements Emergency Call Processing Emergency Reporting TTY-Emergency TTY-Emergency TTY Call Release Internet-Emergency Instant Messenger (IM) Emergency Emergency Call Processing Variations Emergency Form Voice-Emergency Federal Relay Service FedRelay FedRelay Announcement FedRelay Service Explanation FedRelay Procedures FedRelay call types FedRelay Confidentiality Policy FedRelay Customer Information Requests FedRelay Customer Contacts FedRelay Reporting STS STS Introduction & History STS Description Disabilities Characteristics of STS users Stereotypes Clarifying Phrases Phrases to Avoid STS Phone Image STS Agent Tools Consistency Patience Ask Yes/No Questions No Personal Conversation Phrases STS Alphabet Transparency/Call Control/ Confidentiality Ways to Reduce/Streamline Standard Abbreviations (STS) STS-Voice Voice-STS STS VCO-Voice Voice-STS VCO (TTY answer) Voice-STS VCO (VCO answer) STS VCO -- 2 Line VCO TTY-STS STS-TTY Non-branded HCO-STS STS-HCO STS Hold Message STS Call Takeover Confidentiality & Transparency Personal Conversations requests STS Variations Healthy Detachment Healthy Detachment Intro Objectives Survival Skills Relay Traps Perception Ways to Reduce Stress Hospitality Phrases Healthy Relay Introduction Objectives Ergonomics Stretching Exercises Reinforcement Ergonomic Review Setting up Workstation GUAM - Get Up and Move Ergonomic Relief Slowing the Customer Down Overtime Relaxation Adult Learner Understanding the Needs of the Adult Learner The Learning Continuum Use of Different Modalities Edgar Dale’s Cone of Experience Elements of Lesson Design Objective & Purpose Input Trust in Management Modeling Checking For Understanding Guided Practice Independent Practice Summary Evaluation How to Give Effective Instruction Questioning Guidelines Feedback - Training & Coaching Technique Assessing Performance The Assessment Process in Training Assessment - What is involved? Practice Time Spelling Test Written tests Side by side evaluations Typing Acceptable Time Frame Acceptable Is Relative Ways to “Coach” Feedback Maintain Self-esteem & Motivate Pass/Fail Guidelines Introduce Assessment Form Form Set-Up