Customer Misdialed Phrase Touch Tone Phone TTY Customer Up During Call Advertisements Non Standard TTY Capability Do Not Type Recordings Relaying Internet Characters Get Live Person/Rep TTY User Does Not Type GA Conversation Being Recorded Dispatch Calls Pizza, Taxi, etc. Dial Number from Recorded Announcement – Customer Referral Guidelines VCO V-T Calls answered by Fax Conference Customer Requests Leave Relay Number Holding for Inbound to out dial Voice Mail Retrieval Request for Company Information VCO Types & Voices Request for M/F Agent Prompting Request Specific Data Transmission Box Agent Knows Customer Prompting VCO on Hold Request for Relay Number Requests VCO/HCO Customer Requests to Call Relay Service HCO Request for Calling From Number Requests VCO/HCO Request Telephone Number Referral Alternate Call Type Recording Request for Date/Time Bridge Left Open User Requests Agent to Modify Call Call Take Over FCC Rule VCO Procedures Protocol & process flow VCO-VCO 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 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 Voice-STS VCO (TTY answer) Phrases to Avoid Voice-STS VCO (VCO answer) STS Phone 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 Relay Traps Phrases Healthy Relay Introduction Setting up Workstation Objectives GUAM - Get Up and Move Ergonomics Ergonomic Relief Stretching Exercises Slowing the Customer Down Reinforcement Overtime Ergonomic Review Relaxation
Customer Misdialed Phrase TTY Customer 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 Knows Customer Request for Relay Number Customer Requests to Call Relay Service Request for Calling From Number Request Telephone Number Referral Request for Date/Time User Requests Agent to Modify Call Touch Tone Phone Advertisements Do Not Type Recordings Get Live Person/Rep Conversation Being Recorded Dial Number from Recorded Announcement VCO Conference Leave Relay Number Voice 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 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 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 Phrases STS Alphabet Transparency/Call Control/ Confidentiality Ways to Reduce/Streamline Standard Abbreviations (STS) 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 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 Reinforcement Ergonomic Review Setting up Workstation GUAM - Get Up and Move Ergonomic Relief Slowing the Customer Down Overtime Relaxation
Relay%20South%20Carolina%20FCC%20Re-Cert%20Year%202018%20(FINAL%2010_2_2017).docx