Sprint Corp Overview History of Sprint Corporation Local Telecommunications Wireless What is Relay? Agent Training - Connect to Your Future Video Observation Guidelines How a Call Reaches Sprint Relay Connecting to Relay The Role of a Agent Connecting to Relay 711 Dedicated Toll-Free Numbers Equipment TTY TTY Basics TTY Etiquette Closing a Conversation Agent Responsibility Call Set Up Call Closing TTY to Voice Closing a Conversation Operator Role Closure Operator Close Protocol Guide: Disallowed Calls Glossary of Abbreviations & Terms TTY Practice Session Auto-Corrected Abbreviations Standard Abbreviations Typing Variations Internet Characters Non-Baudot Supported Characters Verbatim - Style Contraction Spelling Punctuation Role SKSK Background Noises TTY user is Typing Typing Monetary Units 711 TTY Garble During Typing XXX to Correct Typing Other Communication Devices Data Transmission Speed Turbo Code Turbo Code Interrupt Enhanced Dial Thru - (ETurbo) Disable Turbo Code Mode American Standard Code Information Interchange (ASCII) Interrupts Sprint IP - Internet Relay Sprint IP call processing Internet Relay variations ‘GA’ is optional Sprint IP Standard Svc Explanation Text Flow Interruptions without garble Conversational flow ASL Emoticons – Text Message Abbreviations IP Acronyms Sprint IP Variations 911 Emergency Calls Sprint IP user connects to but wants Customer Service Sprint IP Two Line VCO Fed IP Fed IP Relay call processing Fed IP Relay Reporting Fed IP Relay variations Sprint/Fed IP Relay International Calling Sprint/Fed IP Variations Sprint/Fed IP Fast Busy Sprint/Fed IP 2-Line VCO Sprint/Fed IP Conversation Lag Time Sprint/Fed IP Interrupts Voice Mail Greeting Cellular & Wireless Phones Video Relay Service Devices & Pagers TTY Public Payphone Sprint National Relay Sprint International Inbound international calling Sprint International Variations Non-Standard TTY Outbound International calling Transfer Menu Reseller call processing CapTel Relay-CapTel CapTel-Relay CapTel Transfers Dedicated State CapTel Transfer Alternate Languages Spanish Language Customer Service Caller ID True Caller ID Per Call Block Per Line Block Permanent Call Blocking Caller ID Blocking - True Caller ID Connecting Variations Misdialed Relay Phrase Dialed 711 Instead of 911 711 Spanish Request for Relay Numbers Cellular/Wireless problem reaching 711 611/811 (LEC Service Access) 700 900 Numbers & Call Processing Correctional Facility/Prison Calls Use of through Correctional Facilities: Correctional Facility Call Processing, Relay Abuse Spanish & French Language Service International calling restrictions Info Digit list Overview of System & Equipment System Overview Login/Logout Dial Window Scratch Pad
Agent Profile Clicking the Mouse Dragging/Dropping Drop Down Lists Radio Button Scroll Bars Sliders Tables Accessing a Program Screen Displays Call Handling Screen Title Bar Banner Conversation Area Disconnect Message Status Color Scheme Text Transmission Cancel Key Information Bar Profile Help Call Type Transfer Panel 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 Table Ctrl-Function Keys Glossary of Telephony Terms Background Noises Voice Tones/Descriptive Words Standard Abbreviations Phone Image (Tone of Voice) Professional Image How phone image is created Provide warm & friendly greeting Conversational Tone Voice Inflection Audibility & breath control Pitch Quality Operator Role Relay Role Skills Conversational Flow Staying focused Listening skills Customer service skill Coping skills Phrases Background Noises Voice Tones/Descriptive Words Voice Person Speaking in Third Person Pacing the Voice Customer Brief pacing phrases Repeating information Voice Customer does not say "GA” Handling Interruptions Voice 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 Procedures TTY-Voice Specific Person Request Variations Specific Person Request Answered TTY Voice Person Not Available TTY-TTY Call Release TTY-Voice Answer TTY (TTY-TTY) TTY-TTY Specific Person Request TTY-Voice No Answer Types of Busy Signals Redialing TTY-Voice Busy Signals Regional 800 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 No Answer Busy Signal Branding Inbound Answer Type Branding Branding procedures
Emergency Center Evacuation 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 Intro 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 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 Agent Reinforcement Ergonomic Review Setting up Workstation GUAM - Get Up and Move Ergonomic Relief Slowing the Customer Down Overtime Relaxation Learner Understanding the of the Adult Learner The Learning Continuum Use of Different Modalities Edgar Dale’s Cone of Experience Elements of Lesson Design Focus 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 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 Introduction to Diversified Culture Introduction to Diversified Culture Diversification Who Uses Understanding Our Customer Special Communication Why is there Deaf Culture? What Do You Know Deafness Myths About Deafness Two Views of Deafness Loudness Levels