Lectures Visual graphics Flow charts Videos Role-play scenarios Simulated on-line call handling Observation of live-call handling Our policies and standards manual has been developed over the past 26 years. Sprint stresses the importance of all Relay policies and procedures at the interview/selection process and continues through initial and ongoing training and is currently being utilized and available for the Sate to review. An outline of these expectations is provided in the following table. This list is not meant to be a complete source and is subject to change. POLICY AND PROCEDURE TOPICS Orientation Welcome and Introductions Internet Services Introduction to Each Other Product Distribution Sprint (or Vendor Company) The Sprint Campus (if applicable) Sprint Values Telecommunications Relay Service Sprint Corp Overview What is Relay? History of Sprint Corporation Relay Agent Training Local Telecommunications Relay - Connect to Your Future Video Wireless Observation Guidelines How a Call Reaches Sprint Relay Connecting to Relay The Role of a Relay Agent Sprint IP user connects to Agent but wants Customer Service Connecting to Relay 711 Sprint IP Two Line VCO Fed IP Relay Dedicated Toll-Free Numbers Fed IP Relay call processing Equipment Fed IP Relay Reporting TTY Fed IP Relay variations TTY Basics TTY Etiquette Sprint/Fed IP Relay International Calling Sprint/Fed IP Variations Closing a Conversation Sprint/Fed IP Fast Busy Agent Responsibility Sprint/Fed IP 2-Line VCO Call Set Up Sprint/Fed IP Conversation Lag Time Call Closing Sprint/Fed IP Interrupts TTY to Voice Closing a Conversation Operator Role Closure Voice Mail Greeting Cellular & Wireless Phones Operator Close Protocol Guide: Video Relay Service Disallowed Calls Devices & Pagers Glossary of Abbreviations & Terms TTY Public Payphone TTY Practice Session Auto-Corrected Abbreviations Sprint National Relay Sprint International Standard Abbreviations Inbound international calling Typing Variations Sprint International Variations Internet Characters Non-Standard TTY Non-Baudot Supported Characters Outbound International calling Verbatim - Style Contraction Spelling Transfer Menu Reseller call processing Punctuation CapTel Agent/Operator Role Relay-CapTel SKSK CapTel-Relay Background Noises while TTY user is Typing Typing Monetary Units CapTel Transfers 711 Dedicated State CapTel Transfer Alternate Languages TTY Garble During Typing
Lectures Visual graphics Flow charts Videos Role-play scenarios Simulated on-line call handling Observation of live-call handling Our policies and standards manual has been developed over the past 26 years. Sprint stresses the importance of all Relay policies and procedures at the interview/selection process and continues through initial and ongoing training and is currently being utilized and available for the Sate to review. An outline of these expectations is provided in the following table. This list is not meant to be a complete source and is subject to change. POLICY AND PROCEDURE TOPICS Orientation Welcome and Introductions Introduction to Each Other Sprint (or Vendor Company) Sprint Values Sprint Corp Overview History of Sprint Corporation Local Telecommunications Wireless Internet Services Product Distribution The Sprint Campus (if applicable) Telecommunications Relay Service What is Relay? Relay Agent Training Relay - Connect to Your Future Video Observation Guidelines How a Call Reaches Sprint Relay Connecting to Relay The Role of a Relay 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 Agent/Operator Role SKSK Background Noises while TTY user is Typing Typing Monetary Units 711 TTY Garble During Typing Sprint IP user connects to Agent but wants Customer Service Sprint IP Two Line VCO Fed IP Relay 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
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