BOS
Mid-Day
EOS
Call Flow
100

The Timeframe should you follow-up with your users from the previous day.

What is the first hour of your shift?

100

The number of solves I should have each hour.

What is 2?

100

The message I should send at the end of each shift

What is OOO message?
100

Process of repeating the issue back to the user.

What is paraphrasing?

200

How you should contact users start of day.

What is OBC

200

The number of times I should follow-up with users per day. 

What is 3 times?

200

The message I send when I go on my days off

What is OOO message?

200

Process of acknowledging someones situation and feelings.

What is empathy?

300

Tool you use to schedule call backs.

What is Nova Reminder?

300

The communication method I should offer a user going back and forth in messaging?

What is OBC?

300
Process of ensuring users receive continuous assistance.

What is handoff?

300

Process of letting the user speak and capturing details. 

What is active listening?

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