Record Feature Drop Down Boxes 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 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 Profile Background Noises Help Voice Tones/Descriptive Words Call Type Standard Abbreviations Phone Image Professional Phone Image Voice Person Speaking in Third Person (Tone of Voice) How 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 Voice Tone Quality How Phone Image is Created Operator Role Why Conversational Tone? 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 Voice-TTY Explanation of service Introduction Deaf or Hard-of-Hearing Explanation Connecting to the outbound customer International Announcement Voice Greeting TTY-Voice Procedures Voice call progress Specific Person Request Announcement Variations Specific Person Request Voice-TTY call (Hearing Person Answer) TTY-Voice Answered TTY Explanation of service Voice Person Not Available Voice-TTY Procedures TTY-TTY Call Release 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 Types of Busy Signals Redialing Branding Inbound Answer Type Branding Branding procedures Database Branding Recordings, Introduction AMR Answering Recording Feature TTY-Voice Pager/Beeper (known)
Drop Down Boxes 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 Record Feature Function Keys Block Ctrl-Switch Switch The Keyboard Alpha Keys Call Handling Keys Numeric Keys Cursor Movement Keys Keys Backspace Error Correction Function Single Word Edit Function Word Substitution Feature Macros Table Ctrl-Function Keys Glossary of Telephony Background Noises Voice Tones/Descriptive Words Standard Abbreviations Phone Image (Tone of Voice) Professional Phone Image How image is created Provide warm & friendly greeting Conversational Tone Voice Inflection Audibility & breath control Quality Operator Role 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 TTY-Voice Procedures Specific Person Request Variations Specific Person Request TTY-Voice 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 Specific Person Request Voice-TTY Answered Voice Voice-TTY No Answer Busy Signal Branding Inbound Answer Type Branding Database Branding Branding procedures Recordings, Answering Introduction Recording Feature AMR TTY-Voice Pager/Beeper (known)
10.10%20Wisconsin_Relay_FCC_Re-Cert_Year_2018.docx