Keyboard Functions
We press this key to bring up an account in Echo once a call drops in our line.
What is F3?
This text is white and underlined and must be read verbatim.
What is scripting?
This is the F-10 you use for hang ups, and callers who would not provide their name and refused to leave a message.
What is no name no message given?
You use this key combination to access the directory in an account.
What is Control D?
The first thing we say to a caller to acknowledge what they have told us.
What is a Proper First Response?
We press this key to manually launch an account.
What is F4?
This text is black and underlined.
What is directional text?
This is the F10 you use when you performed an internal transfer.
What is transferred call?
This key combination takes you back one screen at a time.
What is Alt +Page Up?
A good way to start ending a call usually before or after closing scripting.
What is offering Additional Assistance?
We use this key to document every transfer attempt.
What is F12?
This is bold black text and not to be read to callers.
What is informational text?
This is the F10 you use when the caller did not want to leave a message but they did give you their name.
What is General Information?
This key combination we use for sales leads, prank calls, missing steps on Echo, and accounts suggestions
What is Control I?
We must confirm these things always.
What are last names, all proper nouns, phone numbers, addresses, email addresses, time frames, account numbers and any pertinent information.
We use this key combination to check on call information.
What is Control+O?
These are the two types of automated calls that we always take messages for
What are Home Advisor and Yodle
This is the F10 you use when you took instructions from our client
What is Special Instructions?
This key takes your cursor to the notes field.
What is F8?
We must use these at least once per call.
What are pleasantries?
This is the key that we press to contact customer service for our client.
What is F2?
We always route these type of calls to the Hospital selection in an account.
What are Health Insurance Test Calls?
You use this F10 documentation when you access the clients messages for them but didn't have to clear an escalation.
What is Message Retrieval?
This key combination clears the escalation of a message.
What is Alt +L?
We must always give this when asking for the callers phone number.
What is a reason for the phone number?