Knowledge Owl
A collection of commonly used words and phrases and their definition found in Knowledge Owl.
What is the Glossary?
Used to go into rotation and get ready to receive calls.
What is Available - Calls
This tab contains the prompts and scripting needed to complete a message.
What is the Call Script
Being accountable for the results of your actions. It entails taking accountability for finding a solution, even if it requires additional effort and overcoming roadblocks.
What is Ownership
Our goal is to catch missing content in our knowledgebase. We play a crucial role in knowledge management by sharing our expert imput.
Who is a knowledge Seeker.
Only visible while on an active call at the bottom of the Task Bar, this tab is identified by a solid underline and bold font. Here you can find:
1. Open pone lines
2. Hold Functions
3. Mute Function
4. Transfer Function
5. Connect Function
6. Dial Pad Function
7. Hang up Function
What is the Call Tab
These options are used to document call outcomes. A message will automatically complete the task once selected.
What is Disposition
The ability to understand and share the feelings of another; putting yourself in someone else's shoes, identifying with them, and feeling as them. It helps us to understand and relate to people from all walks of life.
What is Empathy
We use this tool as an aide to help with proper confirmation to avoid confusing like-sounding letters.
What is the Phonetic Alphabet?
Once the call is completed, a timer will begin to calculate the time spent working on a task after the call has been disconnected.
What is Wrap.
We select this disposition conde when you spoke with a live person, have a call reason and/or received some information. Having a phone number (from the caller id) and the reason why someone called is enough.
What is a Qualified Interaction
The ability to remain calm when dealing with a difficult or bothersome situation. This also involves the power to suppress restlessness or annoyance. Allow callers the time they need to explain their concerns and assist along the way. Callers may be upset or irate, it is important to remain patient during these calls. You should allow these callers to express the entire situation before starting with ways you can assist.
What is Patience
Under this category, we can find articles related to Policies, Procedures, Resources, Soft Skills and QA overviews.
What is the Workflow Category.
If a caller has dropped, check that the call status is set to Wrap Up. Change your activity state to wrap and use the Dialer Tab to perform this act.
What is Redial
We select this disposition code when the following occurred:
What is No Message.
The ability to politely guide the caller through all message prompts. This includes eliminating any dead air while on a call.
What is call control
The general conduct of calls that outlines how to efficiently handle an interaction. Using this method guarantees a 90% quality score EVERY TIME!
What is the Successful Call Flow.
We transfer all Level 1 Spanish speaking callers to this queue to be assisted.
What is the Spanish Translation Line
Here we can find Archived messaged that are categorized by Date, Contact, and Synopsis We come to this tab when we need to relay a message to the O/C
What is the Interaction List
Being able to control one's emotions and the desire to express them in difficult situations. The ability to regulate oneself will allow you to calmly speak to a caller without being rude or dismissive.
What is Self Control