call handling
5 steps on a call
ANSWERING PHRASE
SET THE EXPECTATION
GATHER THE INFORMATION
VERIFY THE INFORMATION
CLOSING F THE CALL
HOW IS THE MAIN OFFICE INFORMATION WINDOW CALLED IN PINNACLE?
HELP DESK 𓆏
Draw where the answering phrase is
Top left side
WHAT ARE THE 4 SCREENS CALLED IN STARTEL
LOCATE
IF
MASTERCARD
MESSAGE FIELD
NAME THE 2 CLIENTS THAT USE INFINITY
ALPHAPAGE, SOUTHWEST, ANSWER UNITED, SURE CALL, ANSWERTEL
ELEMENTS ON THE SYSTEMS
ANSWERING PHRASE
ACCOUNT NAME AND NUMBER
ACCOUNT INFORMATION
MESSAGE FIELD
OPERATOR CHAT
Draw on the screen where the specials are located
Under the account number and name of office
Draw where the instructions are
Under acct # and name of office
WHAT ARE ACTIONS?
number of minutes before the message pops up again to remind you to continue the delivering process
HOW MANY MINUTES BEFORE OUR SHIFT SHOULD WE LOG IN?
15
WHAT CAN YOU SAY TO A CALLER THAT HAS NOT RECEIVED A CALL BACK?
*ANSWER MAY VARY*
Draw where the instructions are located
How do we know if the caller is already on the line and when they already hang up?
Timer starts, answering phrase turns green
Timer stops, answering phrase turns white
WHERE DO WE FIND DISPATCH INSTRUCTIONS
MASTERCARD
WHERE DO WE REPORT TECHNICAL ISSUES?
DISCORD
WHAT IS A PHRASE THAT YOU CAN USE WHEN THE OFFICE DOES NOT HANDLE A SPECIFIC SITUATION AFTER HOURS? (EX: LOCKOUTS, REFILLS, APPTS)
*ANSWERS MAY VARY*
HOW IS THE AVAILABLE/MAIN SCREEN CALLED IN PINNACLE?
PRIORITY LIST
Draw where is the OC schedule located
Left side of the screen
How do we know if the caller is in rotation?
Lower left side of the screen
What is HIPPA?
Health Insurance Portability and Accountability, a law that protects the caller information
ACT THE WAY YOU WOULD PATCH A CALL
*ANSWER MAY VARY*
WHAT DOES A BLACK LOCATE MEAN?
EMERGENCY LINE
What's another name we called the square of instructions?
Boardcard
What is an inteleform
Larger message with more detailed questions.
WHAT IS THE PROCESS OF ASKING FOR A PERMISSION?
ASKING 2 WEEKS IN ADVANCE, SENDING AN EMAIL TO THE SUPERVISORS