Best Practices
This Soft Skill is used to show someone that you are paying attention.
What is Active Listening?
This softphone status can only be used first thing in the morning, 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 chats app
What is CTRL + S or Command + S?
This scripting should not be said to the caller while on the line.
What is instructional scripting?
This Tech Skill is used to ensure we have captured a callers information correctly.
What is verification?
While in your Learning & Development Phase, you should have no more than 16 of these.
What are attendance points?
This singular key brings up your Call Conclusion window
What is F8?
This is what you choose in order to best assist a caller with their needs.
What is a call type?
This cannot be used in lieu of sending a message, when the caller has declined information.
What is a partial message?
This happens on Wednesday's at 9am Pacific
What is Shift Pick Up?
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 give you general information about our clients.
What is the Scenarios tab?
When ending a call from our end, we should make this ___
What is a disconnecting statement?
When utilizing this feature, you cannot use it in either the first or last 10 minutes of your scheduled shift.
What is the Break (10 minutes)?
After 20 seconds in ACW, this feature is triggered.
What is User Inactive?
These should be used if something prohibits you from finalizing a call.
What are call conclusions?
This is the acceptable amount of dead air time at the end of a call, once the call has been concluded.
What is 20 seconds?
This is the number to call if you experience anything that prohibits you from joining class
What is the Training Line (866-686-4950)?
What is a back up form?
By entering a caller's information identically on three separate occasions, we create this.
What is a verified caller?