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 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 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 Tones/Descriptive Words TTY-Voice & TTY to 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 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 Voice-TTY No Answer TTY-Voice No Answer Busy Signal of Busy Signals Redialing Branding Inbound Answer Type Branding Branding procedures Database Branding Recordings, Introduction AMR Answering Recording Feature TTY-Voice Pager/Beeper (known) Machines, Pagers, & Information Line Recording (TTY/ Voice) TTY-Voice Pager/Beeper (unknown) Answering Machine Touch Tone Dialing Voice-TTY Pager Retrieval (AMR) Using Touch Tones (TTY/Voice) Voice-TTY Answering Machine text interaction Recording Variations Variations for Recordings Voice Mail System Record Feature Tips Privacy Manager/Call Intercept TTY-Voice Recordings Automatic Redial System Recordings TTY-Voice Recording Information Switchboards TTY-Voice Answering Machine Redialing Voicemail through Switchboard Asking for Specific Person
Bar Banner Conversation Area Disconnect Message Status Color Scheme Agent Text Transmission Cancel Key Information Bar Profile Help Call Type 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 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 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 TTY-Voice & Voice-TTY TTY to 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 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 of Busy Signals Redialing TTY-Voice Busy Signals Regional 800 Voice-TTY Voice-TTY Introduction Connecting to the outbound customer Voice Greeting call progress Announcement Voice-TTY call (Hearing Person Answer) Explanation of service Voice-TTY Procedures Voice-TTY Specific Person Request Voice-TTY Answered Voice Voice-TTY No Answer Busy Signal Branding Inbound Answer Type Branding Database Branding Branding procedures Recordings, Answering Machines, Pagers, & Answering Machine Retrieval (AMR) Introduction Recording Feature Information Line Recording (TTY/ Voice) Touch Tone Dialing Using Touch Tones (TTY/Voice) text interaction Variations for Recordings Record Feature Tips TTY-Voice Recordings TTY-Voice Recording Information TTY-Voice Answering Machine AMR TTY-Voice Pager/Beeper (known) TTY-Voice Pager/Beeper (unknown) Voice-TTY Pager Voice-TTY Answering Machine Recording Variations Voice Mail System Privacy Manager/Call Intercept Automatic Redial System Recordings Switchboards Redialing Voicemail through Switchboard Asking for Specific Person
Utah_FCC_Re-Cert_Template_Year_2018_Final_9-26-17-forCustomer.docx