Agent Profile Transfer Panel Clicking the Mouse Headset Panel Dragging/Dropping Status Bar 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 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 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 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 skill Suggested Redirect Phrases Coping skills Transparency & Caller Control Phrases Background Noises Voice Tones/Descriptive Words TTY-Voice & TTY to Voice Introduction TTY-Voice Busy Signals Voice-TTY Connecting to outbound customer Regional 800 Announcement Explanation of service Voice-TTY Introduction Deaf or Hard-of-Hearing Explanation Connecting to the outbound customer International Announcement Voice Greeting Procedures Voice call progress TTY-Voice Specific Person Request Announcement Variations Specific Person Request Voice-TTY call (Hearing Person Answer) Answered TTY Explanation of service Voice Person Not Available Voice-TTY Procedures TTY-TTY Call Release Voice-TTY Specific Person Request TTY-Voice Answer TTY (TTY-TTY) Voice-TTY Answered Voice TTY-TTY Specific Person Request No Answer TTY-Voice No Answer Busy Signal Types of Busy Signals Redialing Branding Inbound Answer Type Branding Branding procedures
Agent Profile Clicking the Mouse Dragging/Dropping 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 Text Transmission Cancel Key Information Bar Profile Help Call Type 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 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 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 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 TTY-Voice & Voice-TTY TTY to Voice Introduction Connecting to outbound customer Announcement Explanation of service Deaf or Hard-of-Hearing Explanation International Announcement Procedures TTY-Voice Specific Person Request Variations Specific Person Request Answered TTY Voice Person Not Available TTY-TTY Call Release TTY-Voice Answer TTY (TTY-TTY) TTY-TTY Specific Person Request TTY-Voice No Answer Types of Busy Signals Redialing TTY-Voice Busy Signals Regional 800 Voice-TTY Introduction Connecting to the outbound customer Voice Greeting Voice call progress Announcement Voice-TTY call (Hearing Person Answer) Explanation of service Voice-TTY Procedures Voice-TTY Specific Person Request Voice-TTY Answered Voice No Answer Busy Signal Branding Inbound Answer Type Branding Branding procedures
Updated%20TNRelayServiceFCCReCert2018.docx