TTY User Does Not Type GA Get Live Person/Rep Dispatch Pizza, Taxi, etc. Conversation Being Recorded – Customer Referral Guidelines Dial Number from Recorded Announcement V-T Calls answered by Fax VCO Customer Requests Conference Calls Holding for Inbound prior to out dial Relay Number Request for Company Information Mail Retrieval Request for M/F Agent VCO & Voices Request Specific Agent Prompting Agent Knows Customer Data Transmission Box Request for Relay Number Prompting VCO on Hold Customer Requests to Call Service Requests VCO/HCO Request for Calling From Number HCO Request Telephone Number Referral Requests VCO/HCO Request for Date/Time Alternate Call Type Recording User Requests Agent to Modify Call Bridge Left Open Call Take Over FCC Rule VCO Procedures Protocol & process flow VCO-VCO TTY-Voice and Voice-TTY HCO ASCII VCO-TTY & TTY-VCO Customer Service Functions Procedures Language Services Transparency Non-Emergency Calls Network Failure Emergency Center Evacuation Emergency Call Emergency Calls Intro TTY-Emergency TTY Call Release Procedures Emergency Services Internet-Emergency FCC Requirements Instant Messenger (IM) Emergency Emergency Call Processing Emergency Call Processing Variations Emergency Reporting Emergency Form TTY-Emergency Voice-Emergency Federal Service FedRelay Intro FedRelay Confidentiality Policy FedRelay Announcement FedRelay Customer Information Requests FedRelay Service Explanation FedRelay Customer Contacts FedRelay Procedures FedRelay Reporting FedRelay call types STS STS Introduction & History Ways to Reduce/Streamline STS Description Standard Abbreviations (STS) Disabilities Characteristics of STS users Voice-STS Stereotypes STS VCO-Voice Clarifying Phrases VCO (TTY answer) Phrases to Voice-STS VCO (VCO answer) STS Image STS VCO -- 2 Line VCO STS Agent Tools TTY-STS Consistency STS-TTY Patience Non-branded HCO-STS Ask Yes/No Questions STS-HCO No Personal Conversation STS Hold Message Phrases STS Call Takeover STS Alphabet Confidentiality & Transparency Transparency/Call Control/ Confidentiality Personal Conversations requests STS Variations Healthy Detachment Healthy Detachment Intro Perception Objectives Ways to Reduce Stress Survival Skills Hospitality Traps Phrases Healthy Relay Introduction Setting up Workstation Objectives GUAM - Get Up and Move Ergonomics Ergonomic Relief Stretching Exercises Slowing the Customer Down Agent Reinforcement Overtime
TTY User Does Not Type GA Dispatch – Pizza, Taxi, etc. Customer Referral Guidelines V-T Calls answered by Fax Customer Requests Holding for Inbound prior 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 Get Live Person/Rep Conversation Being Recorded Dial Number from Recorded Announcement VCO Conference Calls Relay Number Mail Retrieval VCO & 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 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 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 STS 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) Voice-STS STS VCO-Voice 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 Traps Perception Ways to Reduce Stress Hospitality Phrases Healthy Relay Introduction Objectives Ergonomics Stretching Exercises Agent Reinforcement Setting up Workstation GUAM - Get Up and Move Ergonomic Relief Slowing the Customer Down Overtime