Best Practices
This Soft Skill is used to show a caller that you are paying attention.
What is Active Listening?
This optional softphone status can only be used on the first shift of your day and should not be used for more than 2 minutes.
What is email status?
This key combination can be used to bring your Switchboard up while on your AW Chat.
What is CTRL + S or Command + S?
This is scripting that is for the associate to read to themselves and should not be read to the caller.
What is instructional (red) scripting?
This Technial Skill is used to ensure we have captured a callers information correctly.
What is verification?
This Work Environment expectation states that your work areas should be 100% free of other people, pets, media devices, etc.
What is background noise?
This key brings up your Call Conclusion window.
What is F8?
This is a selection made in a call to properly assist the caller with their needs.
What is a call type?
This is used whenever a caller abruptly disconnects from a call. This cannot be used in lieu of sending a message when the caller has declined information though.
What is a Partial Message?
This happens every Wednesday at 9:00AM PST.
What is Shift Pick Up (Daytime Tier)?
This window contains the numbers to the Spanish Line, French Line, Supervisor Line, Client Services Line, and the Suicide Hotline.
What is the Internal Transfers Window?
This tab on a script gives you general information about our clients.
What is the Scenarios tab?
When an associate has to end the call from their side, this has to be stated prior to hanging up the call.
What is a disconnecting statement?
This required Softphone status cannot be used on either the first or last 10 minutes of your scheduled shift.
What is the Break (10 minutes)?
This feature is triggered after being in ACW for 20 seconds without any keyboard or mouse input.
What is User Inactive?
These are used when there is no live caller on the other line or when the script cannot be completed.
What are call conclusions?
This is used when a call has declined to provide multiple piece of infomation.
What is an asterisk?
This is the number to call if you experience anything that prohibits you from joining class
What is the Training Line (866-686-4950)?
This feature is used whenever a script does not load properly or when you encounter errors with the script.
What is the Back Up form?
By entering a caller's information identically on three separate occasions, this is created.
What is a verified contact?