People with speech disabilities “S” Non-Branded HCO Branded HCO HCO with Privacy HCO No Answer HCO Busy HCO-Voice Answering Machine 2LHCO Intro Two-Line HCO Procedure Reverse Two-Line HCO HCO Variations Inbound requests VCO/HCO HCO User Requests to Customer Database Enhanced Customer Database Profile Household Profile Edit Household Profile Navigating Customer Database Household Profile Panels Frequently Dialed Numbers Preferences Restrictions Blocked Emergency Numbers STS STS Messages Customer Profile Introduction Use/Edit/New/Delete Customer Profile Verify Customer Password for Agent Verify Customer Password – CSR Only Customer Profile Panels Personal Information Notes Frequently Dialed #s Emergency #s STS STS Messages Database Profile Macros Directory Assistance (DA) DA Intro Interstate DA Intrastate DA Automated DA DA City & State Given; Area Code Unknown DA Variations International Transfer Menu Call Processing -- Calling Intl Call Processing -- Calling from International Number Sprint International Variations Non-Standard TTY Answered Foreign Language Transfer Menu 900 # Call Processing 211/311/511 Requests Device-to-Device Calls Device to Device Function Keys & Banner Messages VCO-TTY & TTY-VCO VCO-VCO TTY-HCO & HCO-TTY VCO-HCO & HCO-VCO HCO-HCO Device to Device Variations Alternate Call Type reaches recording Call Processing Variations Operator information Area Code Only In From Number Conversational Flow Static or Poor Connection Profanity towards Agent Redialing Young Children Inbound Does Not Connect Inbound ASCII Tone Judgments Repeating Information Restricted Calls Two calling from numbers LEC Service Office 611/811 Double Letters Call Waiting Feature Conference Calls Party Line Calls Three-Way Calling Hard of hearing customer Answers TTY Line Spanish Calls to Spanish Speaking Agents Request for Alternate Language Request for Length of Call T-V Call & V Requests Supervisor Call Backs for TTYs Multiple Sensitive Topics Suicide Abuse Illegal Calls Answering Machines Hangs Up Before Message Left Do Not Type Recorded Messages Answering Machine Full Change Answering Machine Message VCO Requests Leave Message 1st out dial Leaving a Message V-TTY Ans V Retrieving Messages from TTY V Answering Machine TTY Screener Request to TTY Message on Answering Machine Recordings Regional 800 TTY Requests “Dial That Number”
Caller Types in Alternate Language Voice Customer Hangs Up During Call Variable Time Stamp Customer Misdialed Phrase TTY Customer Hangs Up During Call Non Standard TTY Capability Relaying Internet Characters TTY User Does Not Type GA Dispatch Calls – Pizza, Taxi, etc. Customer Referral Guidelines V-T Calls answered by Fax Customer Requests Holding for Inbound to out dial Request for Company Information Request for M/F Agent Request Specific Agent Agent Knows Customer Request for Relay Number Customer Requests to Call Service Request for Calling From Number Request Telephone Number Referral Request for Date/Time User Requests Agent to Modify Call Recording with Option Alternate Call Recording Reached English/Spanish Pound Touch Tone Phone Advertisements Do Not Type Recordings Get Live Person/Rep Conversation Being Recorded Dial Number from Recorded Announcement VCO Conference Calls Relay Number Mail Retrieval VCO Types & Voices Prompting Data Transmission Box Prompting VCO on Hold Requests VCO/HCO HCO Requests VCO/HCO Alternate Call Type Recording Bridge Left Open Call Take Over Procedures FCC Rule Protocol & process flow TTY-Voice and Voice-TTY ASCII VCO VCO-VCO HCO VCO-TTY & TTY-VCO Customer Service Functions Language Services Procedures Transparency Non-Emergency Calls Emergency Center Evacuation Network Failure Emergency Call Procedures Emergency 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 Federal 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 Ways to Reduce/Streamline Notes 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
Phrases STS Alphabet Transparency/Call Control/ Confidentiality 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 Adult 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 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 Introduction to Diversified Culture Introduction to Diversified Culture Diversification Who Uses Relay Understanding Our Customer Special Communication Pathological vs. Cultural View of Deafness Why is there Deaf Culture? What Do You Know About Deafness Myths About Deafness Two of Deafness Loudness Levels Characteristics of Deafness The Deaf Community Deaf Heritage History in Europe History in North America Alexander Graham Bell Edward Miner Gallaudet Oral/Combined Debate Timeline of Deaf History The Deaf Community Introduction to the Deaf Community National Association of the Deaf Contributions to Society Mainstreamed Schools Sign Language Interpreters Different Communication Systems Exposure to English DEAF President Now Attitude Changes toward the Deaf Community American Athletic Association of the Deaf National Theatre of the Deaf Assistive Devices Gaining Acceptance in the Deaf Community Changes in the Deaf Community Working with a Sign Language Interpreter Interpreting Standards Equal Access Cochlear Implant Controversy American Sign Language (ASL) Pt. 1 What is ASL? History of ASL ASL Recognized as Language Rules of ASL Five Parameters of ASL English vs. ASL Idioms