Interruptions without garble Correctional Facility/Prison Calls Conversational flow Use of Relay through Correctional Facilities: ASL Emoticons Text Message Abbreviations Correctional Facility Call Processing, Relay Abuse – IP Acronyms Spanish & French Language Service Sprint IP Variations International calling restrictions Info list 911 Emergency Calls Overview of System System Overview Dial Window & Equipment Login/Logout Scratch Pad Agent Profile Transfer Panel Clicking the Headset Panel Dragging/Dropping Status Bar Copy/Paste Record Feature Drop Down Boxes Function Keys Lists Block Button Ctrl-Switch Scroll Bars Switch Sliders The Keyboard Tables Alpha Keys Accessing a Program Call Handling Keys Screen Displays Numeric Keys Call Handling Screen Cursor Movement Keys Bar Arrow Keys Banner Backspace Conversation Area Error Correction Function Disconnect Message Status Single Word Edit Function Scheme Word Substitution Feature Agent Text Transmission Macros Table Cancel Key Ctrl-Function Keys Information Bar Glossary of Telephony Terms Profile Background Noises Help Voice Tones/Descriptive Words Call Type Standard Abbreviations Phone Image Professional Phone Image Voice Person Speaking in Third Person (Tone of Voice) How phone image is created Pacing the Voice Customer Provide warm & friendly greeting Brief pacing phrases Conversational Tone Repeating information Inflection Voice Customer does not say "GA” Audibility & breath control Handling Interruptions Pitch Tone Quality How Phone Image is Created Operator Role Why Conversational Tone? Role Transparency, Caller Control & Confidentiality Relay Skills Rudeness Conversational Flow Create an Exceptional Customer Experience Staying focused Announce Listening skills Closing Customer service skill Suggested Redirect Phrases Coping skills Transparency & Caller Control Phrases Background Noises Voice Tones/Descriptive Words & TTY to Voice Introduction TTY-Voice Busy Signals Voice-TTY Connecting to outbound customer Regional 800 Announcement Voice-TTY Explanation of service Voice-TTY Introduction Deaf or Hard-of-Hearing Explanation Connecting to the outbound customer International Announcement Voice Greeting TTY-Voice Procedures Voice call progress TTY-Voice Specific Person Request Announcement Variations Specific Person Request Voice-TTY call (Hearing Person Answer)
Interruptions without garble Conversational flow ASL Emoticons – Text Message Abbreviations IP Acronyms Sprint IP Variations Correctional Facility/Prison Calls Use of Relay through Correctional Facilities: Correctional Facility Call Processing, Relay Abuse Spanish & French Language Service International calling restrictions Info list 911 Emergency Calls Overview of System & Equipment System Overview Login/Logout Agent Profile Clicking the Dragging/Dropping Copy/Paste Drop Down Boxes Lists Button Scroll Bars Sliders Tables Accessing a Program Screen Displays Call Handling Screen Bar Banner Conversation Area Disconnect Message Status Scheme Agent Text Transmission Cancel Key Information Bar Profile Help Call Type Dial Window Scratch Pad 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 Phone Image How phone image is created Provide warm & friendly greeting Conversational Tone Inflection Audibility & breath control Pitch Quality Operator Role Role Relay 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 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 & 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 TTY-Voice Specific Person Request Variations Specific Person Request 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)