Text Flow 900 Numbers & Call Processing 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 – IP Acronyms Abuse Sprint IP Variations Spanish & French Language Service International calling restrictions Info Digit list 911 Emergency Calls Overview of System Overview Dial Window System & Scratch Pad Equipment Agent Profile Transfer Panel Clicking the Mouse Headset Panel Dragging/Dropping Status Bar Copy/Paste Record Feature Drop Down Function Keys Lists Block Radio 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 Title Bar Arrow Keys Banner Backspace Conversation Area Error Correction Function Disconnect Message Status Single Word Edit Function Color Scheme Word Substitution Feature Agent Text Transmission Macros Table Cancel Key Ctrl-Function Keys Information Bar Glossary of Telephony Terms Profile Background Noises Help Tones/Descriptive Words Call Type Standard Abbreviations Phone Image Professional Image Person Speaking in Third Person (Tone of How phone image is created Pacing the Voice Customer Provide warm & friendly greeting Brief pacing phrases Conversational Tone Repeating information Voice Inflection Voice Customer does not say "GA” Audibility & breath control Handling Interruptions Pitch Voice Tone Quality How Phone Image is Created Operator Role Why Conversational Tone? Relay Role Transparency, Caller Control & Confidentiality Skills Rudeness Conversational Flow Create an Exceptional Customer Experience Staying focused Announce Listening skills Closing Customer service Suggested Redirect Phrases Coping skills Transparency & Caller Control Phrases Background Noises Voice Tones/Descriptive Words
Text Flow Interruptions without garble Conversational flow ASL Emoticons – Text Message Abbreviations IP Acronyms Sprint IP Variations 900 Numbers & Call Processing Correctional Facility/Prison Calls Use of Relay through Correctional Facilities: Correctional Facility Call Processing, Relay Abuse Spanish & French Language Service International calling restrictions Info Digit list 911 Emergency Calls Overview of System & Equipment System Overview Agent Profile Clicking the Mouse Dragging/Dropping Copy/Paste 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 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 Tones/Descriptive Words Standard Abbreviations Phone Image (Tone of 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 Coping skills Phrases Background Noises Voice Tones/Descriptive Words 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